Nurseline Community Services Ltd

Updated 2 September 2021

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 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, an assistant 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 nursing agency. It provides personal care and treatment of disease disorder and injury to younger adults in their own homes or community settings. The service was supporting four young people at the time of our inspection.

A new manager has been appointed and will apply to register and the current registered manager has been promoted within the service but still has oversight of the service. Both the manager and 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 short notice of the inspection visit because staff might be out of the office supporting staff or providing care. We needed to be sure they would be available.

What we did:

Before our inspection, we reviewed all the information we held about this service. This included

notifications the provider is required by law to send us about events that happen within the service.

We used information the provider sent us in the Provider Information Return. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During our inspection

Some people who used the service were not able to tell us directly their views of the service, so we spoke by telephone, with two relatives of people receiving a service and eight staff.

We met two senior managers, one of who was until recently the registered manager. We also met the new acting manager, and a new member of staff who had been recruited to work proactively with the families of people who use the service.

We also received email feedback from one healthcare professional.

Records we looked at included two care plans, four staff files and a range of documents relating to medicines, accidents, incidents and complaints, satisfaction surveys completed by people who used the service and their relatives and quality assurance reports.

Updated 2 September 2021

Nurseline Bristol supply registered mental health nurses and support workers to care homes, community hospitals and independent providers of inpatient mental health care. The service was currently supporting four people who were receiving a service regulated by CQC. The service was registered to provide personal care and/or treatment of disease disorder and injury.

Not everyone who used the service received personal care or treatment of disease disorder and injury. CQC only inspects where people receive personal care and/or treatment of disease disorder and injury. Where they do, we also consider any wider social care provided.

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

The service was innovative and always looking to ensure continuous quality improvement to make a real difference for people. The values of the Chief Executive Officer (CEO) were fully embraced by the team and came across very clearly in how the service was run. These values included ensuring personalised care for people, and a significant investment in the wellbeing of the staff who supported them.

The management team had a clear understanding of the importance of having effective quality assurance systems.

People were well supported to receive effective care from a regular team of staff who they knew well. Relatives were positive about the staff that supported them. All feedback we received was positive and there was a common theme that they would recommend the service to others. Outcomes for people were planned with them and their quality of life had measurably improved with the support of the service.

People were supported by enough staff to meet their needs safely. People were supported by staff, who understood their needs. Staff received regular training and support to ensure people were kept safe against the risks of abuse and avoidable harm. Risks associated with people's care were identified, assessed and effectively reduced wherever possible.

Relatives told us the help and support they were getting for their family member was invaluable and meant they could enjoy life in their own home knowing their relative was safe and very well cared for. They told us staff went over and beyond with supporting them to live independently and the way they wanted.

Quality checking systems were in place that were effective and aimed at improving the service and outcomes for people even further. The provider issued regular newsletters and guidance for staff, people who used the service and families. Information covered topics such as how to stay safe and keeping good health and wellbeing.

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 4 December 2019 , and this was the first inspection.

Why we inspected

This was a planned inspection to check whether the provider was meeting legal requirements and regulations, and to provide a rating for the service as directed by the Care Act 2014.

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.

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