Archived: NAViGO Extra Limited

Updated 22 April 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the registered provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 17 March 2016 and was carried out by one adult social care inspector. The inspection was announced and we provided the service with 48 hours’ notice of our intention to visit. The reason we announced the inspection was to ensure someone would be available at the registered office.

Before the inspection we contacted the local authority safeguarding and contracts teams to ask them for their views on the service and whether they had any on-going concerns. We also looked at the information we held about the service.

During our inspection we spoke with the registered manager, a consultant project manager who was employed to help develop the service, a senior and a support worker. After the inspection we contacted a further 18 members of staff to request feedback.

Due to people’s needs and anxieties it was difficult to gain feedback from them therefore we spoke to a number of people’s relatives to find out their views and they provided information on behalf of their family member. We also contacted and received feedback from a range of local health and social care professionals.

We looked at the care records of four people who used the service which included support plans, risk assessments and medicines records. Records relating to the management of the service including policies and procedures, quality assurance documentation, accident and incident reports and complaints were also reviewed. We looked at staff rotas, training records, supervision and five staff recruitment files.

Updated 22 April 2016

Navigo Extra Limited is a domiciliary care agency situated in Grimsby in North East Lincolnshire. The registered office is situated in a privately rented building in a quiet residential area of the town and is accessible by car, foot or public transport. The office is provided over two levels and has ample car parking spaces outside of the premises.

The service provides personal care and support to people living in their own homes within the community. The service supports adults who may be living with mental health conditions, dementia, learning disabilities and autistic spectrum disorder. At the time of our inspection the service was supporting 64 people, seven of whom required assistance with personal care.

The service was registered in May 2015 and this was the first inspection to take place since they registered with the Care Quality Commission (CQC). The inspection took place on 17 March 2016 and we contacted the service before we visited to announce the inspection.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We found improvements were needed to the auditing systems in place at the service to ensure they took place regularly, were robust and effective.

People who used the service were protected from the risk of harm and abuse because staff had received safeguarding training and knew what action to take if they suspected abuse was occurring. People had risk assessments in place regarding their health and wellbeing and home environment.

People’s health needs were assessed and kept under review where necessary. Staff received training in a variety of subjects which enabled them to support people safely and meet their assessed needs. Staff were supported with supervisions and appraisals which helped support their practice and identify learning needs.

Staff understood the principles of the Mental Capacity Act 2005 and supported people appropriately to make decisions and consent to support when necessary.

Staff had been recruited safely and employment checks had been completed to ensure they were suitable to work with vulnerable people. Staff had completed an induction when they were first

employed at the service and they were provided in sufficient numbers to support the needs of the people currently using the service.

Support plans detailed people’s likes and dislikes and preferences for their care and support. Staff contacted relevant health care professionals for advice to help maintain people’s wellbeing. People told us staff treated them with respect and were kind and caring. Staff demonstrated they understood how to promote people’s independence whilst protecting their privacy and dignity.

Staff felt supported and listened to by the registered manager and registered provider. Staff attended team meetings regularly to ensure they were included and updated on changes happening within the service.

The service had a complaints procedure in place and people felt they could raise concerns and they would be addressed. The service requested feedback from people who used the service to help evaluate what the service did well and identify any improvement that were needed.

The registered manager worked in partnership with local agencies and attended board meetings and conferences to keep updated with changes in health and social care practice.