Nightingale Homecare East Sussex Ltd

This was the first assessment of this service since a change in provider in 10 April 2022. The registered manager had been in place since the change in provider.

Accidents and incidents had been appropriately reported and recorded and any learning shared with staff. Regular reviews of people’s support needs took place and if needs increased, meetings were held with other professionals and family members to discuss the best options. Staff understood safeguarding processes and were confident to raise concerns. Safeguarding issues had been correctly reported by the registered manager. Where people lacked capacity to make certain decisions, assessments had taken place and decisions were then made in people’s best interests. Staff recruitment had been carried out safely and staff were up to date in all areas of training. Staff followed infection prevention control procedures correctly. Some people received support with their medicines, and this was done safely.

A thorough pre-assessment was carried out with people before they began using the service and there were regular ongoing reviews of care needs. Positive working relationships had been established with other health and social care professionals. Some people received support with food and drink, and this was recorded and any changes in people’s intake raised as a concern. Staff were aware of the importance of gaining consent from people when supporting them and to record and report any concerns around refusals.

People and their loved ones told us that staff were kind, understanding and that their dignity was always considered. People were treated as individuals, and their immediate needs were met and this was reflected in care plans and associated documents. Staff understood the importance of promoting and maintain people’s independence with tasks and activities without compromising their safety. Staff told us the registered manager and wider management team supported them to achieve a positive work life balance.

Care was person led, decisions about the support provided were made with people and their loved ones. Some people were supported with their medical appointments for example, hospital or GP visits. People told us that communication worked well and they felt informed about their care and the wider service issues. A complaints policy and process were in place which was accessible to people and their relatives. People’s communication needs were met, and some were supported with social activities. Opportunities were regularly provided to people to discuss advanced decisions about their care.

The registered manager knew people and their staffing team well. Any plans for the future of the service put people first but acknowledged the importance of supporting staff. Staff told us the registered manager was approachable and supportive and that they had various ways in which they could raise issues or concerns and they were confident they would be listened to. Clear auditing processes were in place overseen by the registered manager. Staff told us the staffing team were diverse in cultural and religious backgrounds and that they all worked well together at the service which adopted a positive ethos of support for all.