Archived: Novus Care Limited - Woking

Novus Care Limited - Woking is a domiciliary care agency that was supporting 46 people at the time of the inspection. 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 foundPeople and relatives told us they felt safe with staff. Staff were knowledgeable about safeguarding processes and reporting procedures were followed. People were supported by staff who had received training in medicines management and staff competence was monitored. Risks to people’s safety were assessed and any concerns addressed promptly.

There were enough staff to cover all care calls and people were supported by regular staff who knew them well. Staff received an induction when starting at the service and on-going training and support. Where people required support to eat and to access healthcare professionals this was provided. 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.

People and their relatives said staff were caring and they were treated with dignity and respect. People felt listened to by staff and were involved in decisions regarding their care. People were supported to maintain and develop their independence. Assessments were completed before people started receiving care to ensure their needs could be met and care plans were regularly reviewed.

People were supported to access their local community where this formed part of their care package. The service planned events to bring people together in a social environment. Any complaints were responded to promptly and people told us they would feel comfortable in raising concerns.

The service promoted a positive person-centred culture. People and staff told us they felt the service was well-led and provided the care and support they required. Quality assurance systems were embedded into the service and action taken where improvements were needed. The service worked alongside a range of health and social care professionals to ensure people received a holistic service.

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

Rating at last inspection: This service was registered with us on 24/07/2018 and this is the first inspection.

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.