NDH Care (LEICESTER)

Updated 25 January 2023

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 1 inspector 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.

The service is currently not supporting people living in supported living settings.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours' notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 14 December 2022 and ended on 20 December 2022. We made calls to people and relative on 14, 15 and 20 December 2022. We visited the registered office on 14, 15 and 16 December 2022.

What we did before the inspection

We reviewed information we had received about the service since it was registered. We sought feedback from the local authority and professionals 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

We spoke with 7 people who used the service, and 13 relatives of people who were using the service. We also spoke with 20 members of staff including care workers, a field supervisor, the registered manager, and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We looked at multiple records including 9 people’s care plans and 6 staff recruitment files. A variety of records relating to the management of the service, including quality assurance audits, training records, meeting minutes and key policies were reviewed. The registered manager also sent us supporting documents via email after the visit to the office.

Updated 25 January 2023

About the service

NDH Care (LEICESTER) is a domiciliary care service. They provide personal care to people living in their own homes. 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 125 people were receiving personal care. The service was providing personal care to people in supported living.

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

People received safe care and support. Staff were trained and aware of their responsibilities to protect people from abuse and avoidable harm. People's care needs and risks were assessed, managed and monitored. Care plans provided staff with guidance to follow to reduce risks.

People were safely supported with their medicines and their dietary needs were met. Staff supported people to live healthier lives and access healthcare services.

People were supported by staff who had undergone a robust recruitment process. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

There were sufficient staff to meet people's needs. People and relatives told us they had the same staff team support them. They spoke of the reliability of the service, and the kind and caring attitude of staff and management.

Systems were in place to ensure staff were trained in infection prevention and control procedures to prevent the spread of infection.

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.

The registered manager and staff worked well with external agencies and health and social care professionals, to meet people’s ongoing care needs. The provider had an end of life policy and procedure in place and staff were trained in this area.

People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. Staff promoted people's independence. People maintained meaningful relationships with family and friends, and were provided with social support where this was part of their package of care.

Complaints procedures were in place. People and relatives knew how to complain and were confident their concerns would be acted on.

People's views about their care was sought through reviews and telephone surveys, which were analysed and used to make improvements. Satisfaction surveys were due to be sent to people, relatives, staff and external professionals and the results would be analysed and used to drive improvements.

The service was well managed. Effective systems and processes were in place to continually review, monitor and improve quality and safety. Systems were in place to ensure staff were supported, supervised and kept their training up to date. The service worked in partnership with outside agencies.

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 26 February 2021 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was registered.

Follow up

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