Background to this inspection
Updated
16 June 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
This inspection was carried out by one inspector and three Experts 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was unannounced. Inspection activity started on 18 May 2022 and ended on 26 May 2022. We made telephone calls to people and relatives on 18 and 23 May 2022 and visited the office location on 26 May 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 29 people who used the service and seven relatives about their experience of the care provided. We received feedback from five members of staff including the registered manager, care co-ordinator, assessor and care support workers. We reviewed a range of records. This included eight people's care records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including audits, policies and procedures and training records were reviewed.
Updated
16 June 2022
About the service
GreenSquareAccord Nottingham County is a service providing personal care to people living in their own homes. It provides long term, short term, and respite care to people within the community. At the time of our inspection, the service supported 263 people.
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.
People’s experience of using this service and what we found
The care and support people received was safe. People received support from teams who worked in specific geographical locations to ensure they received care from a consistent staff team, who had the skills and experience required to care for people effectively.
People's needs were assessed before the package of care commenced. People and their relatives told us they were included in assessments; reviews and their consent had been obtained.
Staff were recruited safely. New staff shadowed peoples care so they were fully trained and supported prior to working independently.
People were cared for by trained and experienced staff who received regular supervision and competency checks, One person told us, “The staff who visit are so kind and caring, they have been coming so long they are like family to us.”
Where people where supported to administer medicines, this was done safely. Staff completed relevant paperwork and engaged with other medical professionals.
People, relatives and staff felt the management team were approachable, open and transparent. Relatives said they had confidence in staff to perform the health task associated with the complex needs of people and knew when to seek advice and support from other medical professionals.
The provider had a robust complaints procedure and communicated in an open and transparent way. Complaints were acknowledged and acted upon. Lessons learned documentation was produced and communicated with staff to ensure continuous improvement.
The provider liaised with health and social care professionals to maintain people's health. People's capacity to make their own decisions was assessed. 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.
For more details, please see the full report which is on the CQC website at
Rating at last inspection
The last rating for the service was good, published on 10 September 2019.
Why we inspected
Since the last inspection report, the provider has merged two geographical locations and undergone rebranding from Direct Health-Nottingham and Direct Health- North Notts to the current GreenSquareAccord Nottingham County brand on 19 January 2021. This is the first inspection under this rebranded provider.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.