Nova Care Yorkshire Ltd, a domiciliary care agency supporting 21 people, was rated Good overall and across all five key questions at its first inspection. Inspectors found person-centred care, safe recruitment, strong training and a positive culture, with only minor issues around an electronic medicines system under review and some relatives being unfamiliar with the complaints process.
Concerns (2)
minor
Medication management
: “The provider used an electronic system for managing medicines. However, they were reviewing whether to continue with the system as it was not always effective.”
minorComplaints handling: “Not all relatives knew how to make a complaint. However, this was said to be because they had never had to.”
Strengths
· Person-centred care planning with robust assessment process including a 'test run' before packages commence
· Strong staff training including outsourced training from universities and ambulance services, and funded NVQs
· Safe recruitment practices and effective deployment of staff in 'small teams' for consistent care
· Effective safeguarding training and risk management
· Staff treat people with dignity and respect; positive feedback from people and relatives
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to access healthcareNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and controlNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive, person-centred cultureNot rated
well-led: Managers and staff clear about roles, quality, risks and regulatory requirements; duty of candourNot rated
well-led: Engaging and involving people, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated