Nurseplus UK - Bournemouth

Updated 27 July 2022

Inspection team

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

The inspection was carried out by two inspectors and an 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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

We gave the service one day’s notice of the inspection. This was because it is a small service and we needed to be sure that the provider or 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 since the last inspection. We sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

Inspection activity started on 14 July 2022 and ended on 18 July 2022. We visited the location’s office on 14 July 2022.

We spoke with three relatives of people who used the service about their experience of the care provided. We spoke with eight members of staff including the regional director, registered manager, field care supervisor and care workers. We spoke with healthcare professionals about their experiences of the service. We reviewed a range of records. This included four people's care records and two medication records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures, were reviewed.

Updated 27 July 2022

About the service

Nurseplus UK is a domiciliary care agency provide care to people in their own home. 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 the inspection, eight people were using the service.

People’s experience of using this service and what we found

Improvements had been made at the service since our last inspection. Medicines were managed safely; an electronic system had been introduced which alerted the manager when medicines were not administered for any reason so this could be reviewed and acted upon immediately. Call times were arranged so medicines could be administered as prescribed.

We made a recommendation at our last inspection about staff travel to visits and staying the agreed times. We found this had improved and there were sufficient numbers of suitable staff to support people to stay safe and meet their needs. One relative said, “We have had the same staff continuity and it’s consistently good.”

Relatives told us people felt safe and knew staff well. One relative said, “[staff member] completely put [person] at ease, I can rest when they are here knowing [person] is well looked after.”

Staff knew how to safeguard people from abuse.

People were protected by the prevention and control of infection. Lessons were learned when things went wrong.

People spoke positively about the management of the service. The management was open and honest throughout the inspection and had a clear understanding of the duty of candour.

Quality performance was managed. People, relatives and staff were engaged in the management of the service and feedback was continuously sought to learn and improve care. The service worked in partnership with other agencies.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 27 September 2019) and there was a breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. We made recommendations about staffing and quality assurance systems within the service. At this inspection we found improvements had been made and the provider was no longer in breach of regulations and our recommendations had been acted upon.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.