Background to this inspection
Updated
16 November 2019
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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector and Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. As part of the inspection they contacted people and relatives who were receiving care and support.
Service and service type
This service is a domiciliary and nursing care agency. It provides nursing and personal care to people living in their own houses and flats. The service also provides live in care for people in their own homes.
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 registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about them service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.
During the inspection
We spoke with the registered manager, nominated individual, clinical lead and one care coordinator. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We contacted five professionals who work in partnership with the service and three members of staff. We spoke with eight people who used the service and two relatives.
Updated
16 November 2019
About the service
Northwood Nursing and Care Services Limited provide nursing care, personal care and live in care to people 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 our inspection the service was supporting 56 people.
People’s experience of using this service and what we found
People and their relatives were happy with the service they received. Staff demonstrated a good knowledge of safeguarding and whistleblowing policies. People received their medicines in a safe way and as prescribed. Risk assessments were implemented to help keep people safe. People were protected from the risk of infection. The registered manager monitored accidents and incidents to prevent reoccurrence and keep people safe from harm.
People's needs were assessed before a care package was agreed. They and their relatives were involved in this process. The clinical lead was proactive in working with healthcare professionals to promote the quality of service provided to people. Staff were supported through training and supervisions to provide effective care and support. People were supported to eat healthy and stay hydrated.
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. Staff received a good induction before they started providing care and support.
People told us the staff were caring and kind. Staff respected people’s privacy and dignity. People were supported to be as independent as possible and were supported to attend activities and events that were important to them.
People knew how to make a complaint and people felt if they had a concern it would be listened to. Staff knew how to communicate with people in ways in which they understood. The provider had good communications systems in place and people views and opinions were sought. This feedback was used to improve the service.
The registered manager was committed to the continuous development of the service and they promoted a supportive and inclusive team culture. The service was well-led, and the provider had effective monitoring and governance oversight of the service.
Rating at last inspection: At our last inspection we rated the service as good. (Published 15 May 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.