Background to this inspection
Updated
26 August 2022
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
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. The registered manager was also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the registered manager would be in the office to support the inspection.
Inspection activity started on 20 July 2022 and ended on 19 August 2022. We visited the location’s office/service on 25 July 2022.
What we did before the inspection
We reviewed all the information we had received about this service since its registration with us in 2019. We requested feedback from stakeholders, including the local safeguarding and commissioning teams. We used the information the provider sent us in the provider information return. 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 one person who used the service and eight relatives about their experience of the care provided. We gathered information from four staff members including the registered manager.
We reviewed a range of records including; three peoples care plans, risk assessments and medicines records. We looked at two staff files in relation to recruitment. We reviewed a variety of records relating to the management of the service, including policies, procedures and quality assurance records.
After the inspection
We requested further information and evidence from the provider. This included information relating to medicines, staff training and governance.
Updated
26 August 2022
About the service
Nova Care Yorkshire Ltd is a domiciliary care agency which provides personal care to people in their own homes. At the time of our inspection there were 21 people using the service.
CQC only inspects the service being received by people provided with personal care. We look at care related to personal hygiene, eating and medication. We also consider any wider social care provided.
People’s experience of using this service and what we found
People spoke positively about the care they received from the staff team and the registered manager.
People were protected from the risk of abuse by staff who had completed safeguarding training. People’s risks were appropriately assessed, and staff had clear guidance to manage identified risks. The provider followed safe recruitment practices.
People received the support they needed to manage their medicines safely. One relative said, “They [provider] is really good and when they [person] is running low (with medicines), they send me a message to remind me.” Staff followed infection control practices effectively.
People’s needs were assessed by the registered manager before they started using the service. People’s care plans were person-centred and reflected their individual needs. The provider appropriately supported staff through induction, training and supervision. The provider sought training and support from external companies including universities and ambulance services to develop staff’s knowledge and invited families to attend training specific to their relative’s needs.
People were supported appropriately with their nutritional and hydrational needs. The provider had created easy read documents to send to people to support them with hydration during a recent heatwave. The provider worked collaboratively with healthcare services to maintain good health for people.
Staff sought consent from people when offering care. 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 were encouraged to express their views and be involved in decision making about their care.
The provider had appropriate staffing levels and deployed staff effectively. People were able to maintain the relationships which were important to them to reduce the risk of social isolation. Staff and relatives gave feedback about person-centred activities.
People and staff spoke positively about the culture of the service and the registered manager. The provider had won two awards in their local area for the care they provided. The registered manager and staff understood the responsibilities of their roles. The provider had quality assurance processes in place which helped drive service improvements. The provider appropriately dealt with complaints received.
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 12 November 2019 and this is the first inspection.
Why we inspected
This inspection was completed as a registered service that required a first rating.
Follow up
We will continue to monitor information about the service, which will help inform when we next inspect.