NR Care Head Office

Although staff supported people safely with their medicines, records were not always thorough. There was not always full guidance in place on how and when topical creams should be administered. Allergies were not always written on the Medicines Administration Records (MARs), which meant that unfamiliar staff may not always have this information immediately available when administering medicines. However, these risks were mitigated due to the person having a regular member of staff who knew them well, administering medicines.

Risks to people were planned for and there was guidance in place for staff to manage these.

Staff were recruited safely and there were enough staff to cover people's care visits.

Staff received training in areas relevant to their role, and where needed, related to specific people's needs.

Staff used Personal Protective Equipment (PPE) as required by current guidelines and followed good infection control practices to reduce the risk of the spread of infection, including COVID-19.

People's needs had been assessed thoroughly before the service agreed to deliver care so they could ensure they could meet these needs. Care plans were person-centred, with guidance for staff on how to meet their needs, including physical and mental health, family lives and interests.

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.

Staff asked for consent before delivering care, and understood people's needs around making decisions, but further work was required around care planning records relating to people's mental capacity. We have made a recommendation in this area.

People were, in the main, supported by a consistent group of staff who knew them well. Staff supported people in a caring way and involved them in decisions relating to their care.

Staff were supported by the service, and felt involved. Quality assurance systems were in place which identified areas for improvement, which were then acted upon. The provider recognised areas where further work was still required and had made plans for ongoing improvements.