22 April 2022
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
The inspection team was one inspector and one assistant inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 11 March 2022 and ended on 22 March 2022. We visited the location’s office on 11 March 2022.
What we did before the inspection
We reviewed information we had received about the service since registration. We sought feedback from the local authority who contract with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
During the inspection we visited three people, two of whom were accompanied by a relative. We visited the office and spoke with the registered manager and we looked at two staff recruitment and training files.
After the inspection
We spoke with five staff and four health and care professionals by telephone. We received feedback from four relatives, one person and two staff via our website.
We used electronic file sharing to enable us to review documentation and we remotely accessed the provider’s electronic care record system.
22 April 2022
About the service
Natura Care Solutions provides personal care to people living in their own homes in North Dorset. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection the service was providing personal care to six people.
People’s experience of using this service and what we found
There was an extremely strong, person-centred culture. People received care from exceptionally caring, compassionate and highly motivated staff who were proud to work for the service. People and their relatives experienced a positive and inclusive approach to their care and were encouraged to give their feedback to help improve the service.
Feedback from people, relatives and professionals was overwhelmingly positive. They consistently praised the exceptional caring and supportive nature of the registered manager, provider and staff at Natura Care Solutions. People and their relatives told us the support from the service had increased their wellbeing, independence and ability to remain living at home. Comments from people and relatives included; “I have never come across a care company who actually care as much as Natura do”, “I am so grateful to Natura, and all the carers, for providing excellent care and as a result my mum is in a much better place now since she started to receive long term care", "The carers are incredibly compassionate and skilled and, I know that they are valued by Natura. They are all phenomenal”, and “They are angels with wings…I’d recommend them to the queen and give them top marks.”
People told us they felt safe with the staff who supported them. Risks were assessed and managed. These were monitored via an electronic care management system.
Staff knew how to recognise and report any safeguarding concerns. Staff supported people safely and medicines were managed safely by trained and competent staff.
People and their relatives were very positive about the provider's infection prevention and control processes. They told us staff always wore appropriate personal protective equipment in their homes.
People were cared for by a consistent team of staff. This meant that people were supported by staff who knew people well and understood their needs and preferences.
There were sufficient staff deployed to meet people's needs. People told us there had been no missed calls and staff turned up on time. Staff were very well supported and trained to ensure they had the skills to support people effectively.
People's needs were assessed before the service began to provide care and support. This ensured the service was able to meet people's needs and that there was clear guidance for staff to follow in relation to people's care.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
The service was well-led. There was an extremely positive and open culture that ensured people were at the centre of everything the service did. People, relatives and staff told us the management team were approachable. Audits and checks were completed regularly to monitor the quality and safety of the service. There were clear processes in place to drive improvement and to continually develop the service in line with people's needs.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 7 October 2020 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
We will continue to monitor information we receive about the service, which will help inform when we next inspect.