Archived: Nexus Care Services

Updated 10 April 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the 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.

Inspection team:

One inspector and an Expert by Experience carried out this inspection. An Expert by Experience is someone who has had experience of using or supporting someone who uses with this type of care support service.

Service and service type:

Nexus Care Services is a small domiciliary care agency registered to provide personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means 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 48 hours’ notice of the inspection visit because it is small and the management team is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

What we did:

We reviewed information we had received about the service since they were registered with us. This included details about incidents the provider must notify us about, such as allegations of abuse and we sought feedback from the local authority and other professionals who work with the service. We assessed the information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

We contacted people and/or their relatives by telephone on 7 March 2019 and spoke with six people to gather their views on the service being delivered. We also spoke with the provider, the registered manager and five care staff. We used this information to form part of our judgement.

We looked at three people’s care records to see how their care and treatment was planned and delivered. Other records looked at included three recruitment files to check suitable staff members were recruited and received appropriate training. We also looked at records relating to the management of the service along with a selection of the provider’s policies and procedures, to ensure people received a good quality service. Details are in the ‘Key Questions’ below.

Updated 10 April 2019

About the service:

Nexus Care Services is a small, local area domiciliary care agency registered to provide personal care to people living in their own homes. In addition to providing support with personal care, the agency also provided assistance with shopping, gardening, housework or transport including help to attend appointments at the doctors or hospital. At the time of the inspection the service supported 25 people with their personal care.

People’s experience of using this service:

• The provider’s governance systems to check the quality of the service provided for people were not consistently effective and required some improvement.

• People and relatives told us they felt the service was safe and there were sufficient numbers of staff that were safely recruited to support people. Staff had completed their induction training that included safeguarding, medication, health and safety and moving and handling. Staff had access to equipment and clothing that protected people from cross infection.

• People were protected from potential risk of harm; risk assessments were in place and staff knew how to support people’s individual needs to ensure they provided a consistent level of care. People’s care and support needs were assessed.

• Staff received ongoing training they required to meet people’s needs. People accessed healthcare services to ensure they received ongoing healthcare support. People, as much as practicably possible, had choice and control of their lives and staff were aware of how to support them in the least restrictive way.

• People were supported by kind and caring staff that knew them well. Staff encouraged people’s independence, protected their privacy and treated them with dignity.

• People were supported by staff who knew their preferences. Complaints made since the service started had been investigated and resolved. People and their families knew who to contact if they had any complaints.

• People and their relatives’ views were sought about the quality of the care being provided. Staff felt supported by the management team.

• People, their relatives and staff were happy with the way the service was managed and the provider worked well with partner organisations to ensure people’s needs were met.

• The service did not meet some of the characteristics of Good in one area and more information is in the detailed findings below.

Rating at last inspection:

This was the service’s first inspection since their registration on 24 October 2017.

Why we inspected:

This was a planned inspection. The site visit took place on the 06 March 2019 and telephone calls were made to people using the service on the 07 March 2019.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner

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