Nexxus Care- Cannock

Audit checks in place were not always effective to check the quality of the service. Medicines audits did not identify where medicine administration had not been recorded accurately or within the correct time period. Statutory notifications had not always been submitted when needed despite the registered manager being knowledgeable about when they were required.

Where risk assessments were in place, they were thorough and clearly guided staff how to meet people's needs safely. Staff knew how to manage risk to people. A safeguarding policy was in place that was followed by staff, and they understood the types of abuse. People were supported by a sufficient number of safely recruited staff to meet their needs. People were supported by staff who wore appropriate PPE (Personal Protective Equipment) to meet their needs safely. Where things went wrong, action was taken to reduce the risk of reoccurrence.

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.

People's needs were assessed in a holistic manner that identified their likes, dislikes and life history. People were supported by staff who had completed appropriate training to meet people's needs effectively. Staff were required to complete a full induction before supporting people and the provider undertook competency checks when needed. People were supported to eat and drink in line with their dietary needs. People were supported by staff who monitored their health and escalated health concerns to relevant health professionals including physiotherapists and speech and language therapists.

People were supported by staff who treated them with kindness and respect. People were supported to express their own views regarding their care. Staff supported people in a way that promoted their

independence. People were supported by staff who treated them with privacy and dignity.

People were involved in implementing and revising their care plans. Staff were able to access information in people's care plans on their visit logs which gave clear and personalised guidance on how to meet people's needs. Communication care plans were in place that guided staff how to communicate with people to maximise their ability to understand. A complaints policy was in place and most people were confident their complaints would be addressed. End of life care plans were in place when people were at this stage of their life.

The provider promoted and disseminated to staff a person-centred ethos that focused on meeting people's needs. The registered manager understood the duty of candour and was open and honest when things went wrong. People, relatives, and staff were involved in the running of the service and questionnaires were sent out to enable them to input. The provider worked closely with other agencies and care commissioners to provide effective support to people.