Nurse Plus UK - Hastings

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People's needs had been assessed before they started to receive care from Nurseplus UK. Care needs were reviewed and updated when any changes occurred. Risk assessments had been completed to alert staff of any specific risk relating to a person's health or the environment they lived in.

People and relatives told us care staff were kind and caring. People felt supported and many told us they looked forward to the visits. People had the opportunity to feedback their views. A survey had recently been completed and people told us they received calls from the office to check that they were happy with everything. When issues occurred, people told us they contacted the office and these were addressed.

Medicines policies and procedures were in place. Staff received training and medicines were audited regularly to identify any errors. People told us they received their medicines safely.

There were robust recruitment processes in place and staff recruitment was ongoing. The provider had employed recruitment consultants to aid successful recruitment. New staff received an induction, this included a two-day training course which covered all mandatory training. Further training opportunities were available for staff if needed, for example further diabetes training was being introduced. Staff told us the training was good.

Staff were supported and given the opportunity to share their views. Staff received regular one to one supervision and staff meetings had taken place. The manager was aware that many of the staff had worked through the pandemic. They were looking at small ways to reward and thank staff for all their hard work over previous months to ensure staff felt appreciated.

Staff received infection control training and were kept updated of the current government guidance in relation to COVID-19 and the use of Personal Protective Equipment (PPE). The office had adequate supplies of PPE which staff could collect from the office when needed.

There were enough staff to meet people's needs at the time of the inspection. The manager told us people's needs were assessed to ensure adequate staff numbers were in place before a care package was accepted. People told us they liked to have the same care staff visit them whenever possible.

Peoples nutrition was supported. Some people received assistance from staff with meal preparation. Information was recorded for staff around people's choices and preferences.

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.

Quality assurance systems were in place. This included a range of audits, checks and reviews to ensure the provider and manager had good oversight of the service. The manager was open and transparent and had identified areas they wished to improve and develop as the service moved forward. There was clear evidence to demonstrate that learning was taken forward to continually improve the service.