Background to this inspection
Updated
4 April 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: The inspection was carried out by one inspector.
Service and service type: NL Group Limited is a domiciliary care agency. It provides personal care to people living in their own homes.
At the time of the inspection, everyone using NL Group Limited received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection: We gave the service two working days' notice of the inspection site visit so the registered manager could arrange for staff to speak with us on the day of the inspection.
We visited the office location on 31 January 2019 and 13 February 2019 to see the manager and office staff; and to review care records and policies and procedures. We contacted people who used the service and their relatives on 15 and 18 February 2019.
What we did: Before the inspection, we looked at information sent to us since the last inspection such as notifications about accidents, safeguarding alerts and the Provider Information Return (PIR). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also contacted the local authority adult safeguarding team and Healthwatch, the consumer champion for health and social care, to ask if they had any information to share.
During the inspection, we spoke with two people who used the service and three relatives. We spoke with the registered manager and four care support workers. We also spoke with staff who worked in the office. We received feedback from two health and social care professionals.
We looked at a range of documentation such as care files and medication records for five people. We looked at other records for the management of the service such as recruitment, induction and staff training. We also looked at surveys, audits, compliments and complaints and technology being used in the service.
Updated
4 April 2019
About the service: NL Group Limited is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older and younger adults who may be living with dementia, physical disability or learning disabilities or autistic spectrum disorder. At the time of the inspection, they were providing a regulated activity of personal care and support to 27 people.
This service provides care and support to a person living in a ‘supported living’ setting, so that they can live as independently as possible in their own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
People’s experience of using this service: Staff were kind, caring and passionate about their role and people were happy with the support provided. Staff were skilled and provided person-centred care to meet people’s needs.
The outcomes for people using the service reflected the principles and values of Registering the Right Support in the ways staff promoted inclusion, choice and control and supported people to gain new skills and become more independent.
People were supported by a consistent team and new staff were introduced at a time and pace that worked for people and their families. People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People’s medicines were administered as prescribed and this was closely monitored. Staff understood people’s needs and risks to their safety. Risk assessments guided staff on how to safely meet people’s needs.
Staff were respectful and built trusting relationships with people. They supported people to maintain their dignity and independence.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff were trained in mental capacity legislation and understood their responsibilities. They gained consent before providing care and supported people to make their own decisions and choices.
Care plans contained current and personalised information that supported staff to provide person-centred care. Staff worked with professionals and responded to their advice, to ensure people’s needs were met. People were encouraged to pursue their hobbies, interests and to maintain important relationships. Staff were compassionate when providing end of life care and supported people to have pain-free, dignified deaths.
People were confident their concerns or complaints would be addressed promptly and processes in place aided this.
The registered manager used their experience to provide a high-quality, person-centred service. They had an open and honest approach and supported staff professionally and personally. The registered manager used audits to monitor the quality and safety of the service. They listened to people’s feedback and responded to issues and concerns to continually improve the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: At the last inspection the service was rated Good (published 13 August 2016).
Why we inspected: This was a planned inspection based on the rating at the last inspection.
Follow up: We will continue to monitor this service and inspect in line with our re-inspection schedule or sooner if we receive information of concern.