Archived: First City Nursing Services Ltd Salisbury

Updated 22 December 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 8 November 2016. This was an announced inspection which meant the provider had prior notice that we would be visiting. This was because the location provides a domiciliary care service to people in their own homes, and we wanted to make sure the provider would be available to support our inspection, or someone who could act on their behalf.

The inspection team consisted of one inspector. An inspection of the office from which the service was run took place and phone calls were made to people and their relatives to gain their feedback. We also contacted health professionals who worked alongside the service. The service was previously inspected on 12 March 2014 and was found to be meeting all standards checked. This inspection was the service's first rated inspection.

Before the inspection we checked the information we held about the service and the service provider. This included statutory notifications sent to us by the provider about incidents and events that had occurred at the service. A notification is information about important events which the service is required to send us by law. We used all this information to decide which areas to focus on during our inspection.

During our inspection we spoke with two people being supported by the service, two relatives, six staff members and one health professional who had worked alongside the service. We also spoke with the registered manager and the operations director. We reviewed records relating to people's care and other records relating to the management of the service. These included the care records for three people, four staff files and a selection of the provider's policies.

Updated 22 December 2016

First City Nursing Services Ltd Salisbury is a domiciliary care agency which provides nursing and personal care and support in the Salisbury area. It is part of the First City Nursing group. At the time of our inspection four people were using the service.

This inspection took place on 8 November 2016. This was an announced inspection which meant the provider had prior knowledge that we would be visiting the service. This was because the location provides a domiciliary care service to people in their own homes, and we wanted to make sure the provider would be available to support our inspection, or someone who could act on their behalf.

At the time of our inspection a registered manager was in place at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run. The registered manager and the operations director were both available throughout the inspection.

Systems were in place to manage risk and protect people from abuse. Staff were aware of their responsibilities and knew what actions they needed to take to ensure people were protected.

Staff were well trained and knowledgeable. They received a thorough induction when they started working for the service. They demonstrated a good understanding of their roles and responsibilities. Staff had completed training to ensure the care and support provided to people was safe and effective to meet their needs.

The service provided outstanding care and support to people enabling them to live fulfilled and meaningful lives. Staff were skilled at ensuring people were safe whilst encouraging them to live independent lives. People and relatives were overwhelmingly positive about the service they received. Comments included, “The staff are flexible, kind and listen to my directions. I am unsure if they could actually improve” and “It’s excellent, everybody is so nice and helpful and willing to do things beyond the call of duty”.

There was a strong emphasis on person centred care. People were supported to plan their support and they received a service that was based on their personal needs and wishes. The service empowered people in making decisions about their own care. One person told us “My views are considered every step of the way and any suggestions I make are given proper consideration”.

People had positive relationships with their support staff who knew them well. There were enough staff available to meet people’s needs, and staff had been carefully matched with people to ensure people were comfortable with the staff supporting them. Staff had an excellent understanding of how to support people with personal care whilst maintaining the person’s dignity, privacy and independence.

Care plans were personalised and detailed daily routines specific to each person. People’s likes and dislikes were clearly recorded and captured events that were meaningful to people in the way they wanted staff to support them. The service had spent time finding out about people’s activities and routines in order to provide person centred care that met their current and developing needs.

The registered manager, senior management and staff demonstrated strong values and a desire to learn about and implement best practice throughout the service. Staff were highly motivated and proud of the service.