What life is like for people using this service: • People were being supported safely. There were sufficient numbers of staff employed. However, we received feedback that people were not always supported by consistent staff members and that this had a negative impact on their care.
• Risks to people were assessed and documented in care plans. Staff were well supported through supervision and training arrangements.
• People were supported with respectful and compassionate care.
• A complaints procedure was in place: however, the provider had not consistently responded to complaints in a timely manner. Action was being taken to address this and learn lessons from complaints received.
• End of life care was being provided. However, the provider had failed to address people’s preferences about how they wished to receive end of life care. We have made a recommendation about end of life care planning in the full report.
• Some records were incomplete and lacked detail. The registered manager had identified some of the issues we found during the inspection and work had already begun to make improvements.
• The service met characteristics of Good in most areas.
• Further information is in the full report.
Rating at last inspection: This was the first inspection of this service since it registered with the Commission in October 2017.
About the service: Nurseplus UK is a domiciliary care agency that was providing personal care to 174 people at the time of the inspection.
Why we inspected: This was a scheduled inspection planned to check that the service was providing quality care that was safe, effective, caring, responsive to people’s needs and well-led.
Follow up: There is no required follow up to this inspection. However, we will continue to monitor the service and will inspect the service again based on the information we receive.