NursLink Homecare Limited

At our last inspection, we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Why the service is rated good:

People received support that was safe. Staff were knowledgeable in how to safeguard and protect people. People were supported with medicines and received them safely when they were required. Risks to people were assessed and actions taken to minimise risks without restricting their freedom. A robust recruitment procedure was in place to ensure as far as possible only suitable staff were employed. Appropriate personal protective equipment was supplied and used to prevent the spread of infection.

People continued to receive effective support from staff who were trained and had the necessary skills to fulfil their role. Staff were well supported by the registered manager and had an appraisal of their work annually. People were supported with maintaining a balanced diet and adequate hydration when this was part of their care plan. People's healthcare needs were monitored and advice was sought from healthcare professionals when necessary. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

The service remained caring. Relatives told us people thought staff were kind and patient and they had formed trusting relationships with them. People's privacy and dignity were protected; relatives told us staff treated people with respect. People and when appropriate relatives were fully involved in making decisions about their care. Staff encouraged people to maintain as much independence as possible.

The service remained responsive to people's individual needs. Staff knew people very well and paid attention to finding out about their personal preferences. This enabled care and support to be focused to achieve people's desired outcomes. Individual care plans were person-centred; they considered the diverse needs of each person, taking into account any protected characteristics. The service provided flexible support, embracing people's individual wishes. People and their relatives knew how to raise concerns or make a complaint; they felt confident they would be listened to if concerns were raised. The service was working to the accessible information standard.

The service was well-led, with strong leadership from the registered manager. Records were relevant, complete and reviewed regularly to reflect current information. The registered manager promoted an open, empowering, person-centred culture. The values of the service were embedded in the way the service was led. Feedback was sought and used to monitor the quality of the service. Audits were conducted and used to make improvements.

Further information is in the detailed findings below.

The five questions we ask about services and what we found