Nurseplus UK was rated Good across all five key questions at this first comprehensive inspection of the newly registered domiciliary care service supporting 21 people. Minor concerns related to travel time between visits, timely rota communication and the absence of a registered manager, though an interim manager had begun making improvements.
Concerns (5)
moderate
Leadership
— “Nurseplus UK did not have a registered manager. The previous manager had left in April 2022.”
minorStaffing levels — “two people fed back that they felt staff did not get enough time for travel between visits. One said, 'I just accept that they will arrive at some point and say oh you're here then!'”
minorMissed or late visits — “The coordinators tried to provide visits at the times people requested, but on occasion this was not possible. For example, when there was last minute staff sickness or a delay when a person was unwell.”
minorCommunication with families — “a number did say that they did not always receive the rota in a timely manner.”
minorOther — “a couple felt that communication could be improved when changes to rotas were needed.”
Strengths
· Robust recruitment processes including DBS checks and use of recruitment consultants
· Detailed risk assessments completed before care commenced (falls, choking, self-neglect, pets)
· Medicines audited regularly with staff competency assessments and training
· Two-day mandatory induction training with face-to-face trainer employed by provider
· Strong partnership working with GPs, community nurses, social workers and local authority teams
Quality-Statement breakdown (20)
safe: Assessing risk, safety monitoring and management; Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; Respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staffGood