Nova Care Yorkshire Ltd

CQC only inspects the service being received by people provided with personal care. We look at care related to personal hygiene, eating and medication. We also consider any wider social care provided.

People were protected from the risk of abuse by staff who had completed safeguarding training. People's risks were appropriately assessed, and staff had clear guidance to manage identified risks. The provider followed safe recruitment practices. People received the support they needed to manage their medicines safely. One relative said, "They [provider] is really good and when they [person] is running low (with medicines), they send me a message to remind me." Staff followed infection control practices effectively.

People's needs were assessed by the registered manager before they started using the service. People's care plans were person-centred and reflected their individual needs. The provider appropriately supported staff through induction, training and supervision. The provider sought training and support from external companies including universities and ambulance services to develop staff's knowledge and invited families to attend training specific to their relative's needs.

People were supported appropriately with their nutritional and hydrational needs. The provider had created easy read documents to send to people to support them with hydration during a recent heatwave. The provider worked collaboratively with healthcare services to maintain good health for people.

Staff sought consent from people when offering care. 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 were encouraged to express their views and be involved in decision making about their care.

The provider had appropriate staffing levels and deployed staff effectively. People were able to maintain the relationships which were important to them to reduce the risk of social isolation. Staff and relatives gave feedback about person-centred activities.

People and staff spoke positively about the culture of the service and the registered manager. The provider had won two awards in their local area for the care they provided. The registered manager and staff understood the responsibilities of their roles. The provider had quality assurance processes in place which

helped drive service improvements. The provider appropriately dealt with complaints received.