We carried out a review of the data available to us about Nucare Agency Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Nucare Agency Ltd, you can give feedback on this service.
Nucare Agency Ltd is a domiciliary care service which provides personal care to people living in their own homes. The service mainly provides support to older people, some of whom are living with dementia. At the time of our inspection, there were 47 people using the service.
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 receive personal care, we also consider any wider social care provided.
People’s experience of using this service and what we found
People and their relatives were happy with the service they received from Nucare Agency Ltd. Everyone said they would recommend the service to others. People told us they experienced a professional service which met their needs.
People felt safe when receiving care from the service. The provider completed a range of pre-employment checks to assure themselves staff were suitable to work at the service. Some of these checks were not robust enough, however, the provider addressed this issue during the inspection. There were enough staff employed to meet people’s needs. Staff arrived at people’s scheduled care visits on time and delivered person-centred care to each person.
Improvements were needed to some of the provider’s risk assessment processes, to ensure all risks to people were thoroughly considered and mitigated. Accidents and incidents were managed appropriately. People received effective support with their medicines and there were suitable measures in place to prevent the spread of infections.
People’s needs were assessed to check the service was suitable for them. People were involved in this process and they told us they received care which met their preferences. People were happy with the support they received with food and fluids. 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.
Everyone we spoke with told us staff were kind and caring. Staff treated people with dignity and respect, and they supported people to remain as independent as possible. People’s relatives told us staff were very good at communicating with people and this supported them to remain involved in decisions about their care.
People were supported by staff who had a comprehensive understanding of how to deliver person-centred care. The service was flexible and responsive to people’s changing needs. The provider had an appropriate complaints procedure in place and people knew how to complain if they needed to. The provider had systems in place to ensure people received compassionate and coordinated support at the end of their lives.
Without exception, everyone thought the service was well-organised and managed well by the registered manager and provider. Staff were supported to deliver high quality care. The registered manager and provider completed a range of checks on the quality and safety of the service to identify any areas where it needed to improve.
The service had an open, transparent culture. People, their relatives and staff all had opportunities to provide feedback about the service. Staff enjoyed their jobs and were all keen to deliver high-quality care. The service worked alongside other professionals to help ensure people received effective care and support.
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 1 March 2021 and this was their first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about the service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.