Archived: Nayberle

Updated 26 November 2022

The inspection

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.

Inspection team

The inspection was carried out by one 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 and specialist housing.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 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 3 November 2022 and ended on 11 November 2022. We visited the location’s office/service on 3 November 2022.

What we did before the inspection

We sought feedback from one of the local authorities who work 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

We spoke with six people who use the service and five relatives about their experience of the care provided. We spoke with seven members of staff including the registered manager, care supervisor and carers. We received feedback from one health and social care professional.

We reviewed a range of records. This included four people's care records and multiple medication records. We looked at three staff files in relation to recruitment, induction and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 26 November 2022

About the service

Nayberle is a domiciliary care agency providing personal care and support to people living in their own homes. 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 25 people were receiving personal care from the service.

People’s experience of using this service and what we found

People told us they felt safe. They were protected from avoidable harm as staff were trained to recognise signs of abuse and knew who to report this to if they had concerns.

The service had a robust recruitment and selection process that helped ensure only prospective staff with the necessary skills and good character were employed to support people.

There were enough staff to support the number of people they visited. The service only took on support for new people when there were sufficient staff to deliver the care. People said staff usually arrived on time. The service monitored timeliness and visit duration and followed up where any issues arose.

Staff had a good awareness of the specific risks people faced and how to manage these without being unduly restrictive. People’s risk assessments gave staff clear guidance on how to manage their health conditions and environmental hazards.

People felt staff were well trained and had the required skills to help them. People were encouraged to make decisions and express their views about the care and support they received by staff who were respectful and familiar to them. People were given the opportunity to influence the degree of support they received.

People’s capacity to consent to specific decisions about their care and support were assessed. Where required, the service undertook mental capacity assessments and best interest decisions in line with the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People and their relatives told us they enjoyed visits from the staff. Staff understood their needs and supported them to remain as independent as possible. People and relatives felt staff were very kind, caring and respectful. One person said, “Carers are lovely company.”

People’s care plans were person-centred and included their personal histories, abilities, goals and preferred methods of communication. People’s plans were regularly reviewed, with relative input where appropriate, to ensure they reflected their current needs and wishes.

Although the service was not supporting any people with end of life care needs at the time of the inspection, they had done this previously and had received positive feedback.

The service had robust quality assurance procedures which included various audits and regular staff competency checks. This helped ensure care quality was maintained and areas for improvement identified.

Staff told us they felt proud to work for Nayberle. One staff member said, “I believe it is a company that provides the best care experience, and is always looking for ways to improve.” The culture of the service and the procedures in place supported this.

The registered manager was praised by people, relatives and staff. They were seen as supportive and a good listener. A relative expressed, “The management are brilliant, very good company very pleased to be using them.”

The service had established and maintained good working relationships with other agencies including district nurses, social work teams and GP surgeries. These partnerships were helping people to stay well for longer.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was registered with us on 3 August 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.