Nuliving Homecare

Updated 12 May 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

The inspection was undertaken by an inspector who visited the location and made telephone calls to staff. An Expert by Experience made telephone calls to people and their relatives. 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 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 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.

Inspection activity started on 25 April 2023 and ended on 2 May 2023. We visited the location’s office on 25 April 2023 and spoke with people and their relatives by telephone. We spoke with some staff by telephone on 2 May 2023.

What we did before the inspection

We reviewed the information we had received about the service since the last inspection. 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 of this information to plan our inspection.

During the inspection

We spoke with 2 people who use the service and 6 relatives about their experience of the care provided. We spoke with 9 staff members including the registered manager, team managers, internal trainer, and care workers.

We reviewed a range of records. This included 3 people’s care records and multiple medication records. We looked at 3 staff files in relation to recruitment and staff supervision. We reviewed a variety of records relating to the management of the service.

Updated 12 May 2023

Nuliving Homecare is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 31 people using the service.

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.

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

There were effective systems, processes and practices which kept people safe. Risks to people were assessed and these were effectively monitored, managed and updated when necessary. There were sufficient numbers of suitable and trained staff to support people appropriately. Medicines were administered safely by trained and competent staff. Good infection prevention and control (IPC) practices were in place, including detailed information to support staff. Clear processes were in place to identify and share any lessons learnt, and practices were reviewed and updated when required.

People's needs and choices were identified and met. Staff training was monitored, staff were supported to develop and received regular supervisions and competency checks. Where necessary people were supported and encouraged to eat and drink. Information sharing with other professionals was robust and ensured people's health needs were monitored and met. People had consented to all aspects of their care and support. Staff were knowledgeable about the Mental Capacity Act (MCA). 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.

Information in care documents showed people were treated with kindness and dignity. Robust checks were in place to ensure staff supported people with care. Care plans were person-centred and people had been involved in producing these. Care plans supported people's requests for privacy and dignity.

Care plans documented people's individual preferences and choices. Care notes showed these were respected and met. Prompt action was taken on people's concerns, these were well-documented, responded to and remedial action, where necessary, was taken.

A robust structure for ensuring staff delivered care within the organisation's culture and values was in place. The governance framework was clear about staff responsibilities, and this was translated across all aspects of the service. Actions, responsibilities, time-frames and outcomes were clearly documented and tracked. Regular engagement took place with people, relatives and staff. Consideration was given to learning and ensuring continuous improvement from this. The registered manager and staff were proactive in developing relationships with partner organisations.

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 April 2022 and this is the first inspection.

Why we inspected

This inspection was undertaken because the service has not been inspected since it was registered.

Follow up

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