Nursing Care Personnel Ltd

Before care commenced the registered manager completed assessments to ensure people's needs could be met by Nursing Care Personnel Limited. Care plans were developed from these assessments. Care plans were variable in quality and in terms of the level of detail documented with regards to people's preferences. However, people's relatives confirmed that staff were knowledgeable, kind and caring and ensured care was provided in line with their loved ones wishes. Staff received training and support to carry out their roles effectively, although competency assessments had not been completed during the COVID-19 pandemic.

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. Relatives praised the caring nature of the staff team, who treated their loved one's with dignity and respect. Relatives knew how to raise concerns with the management team and were confident any issues would be resolved immediately and to their satisfaction.

The provider was committed to providing a high standard of care to the people they supported. People, relatives and staff spoke very highly of the registered manager and told us they were always available and supportive. However, quality assurance and governance systems were yet to be embedded at the service. This meant areas for improvement were not always identified, actioned and documented.