Nurseplus UK was rated Outstanding overall, with exceptional ratings in effective, caring and well-led, and Good in safe and responsive. The service delivered highly person-centred care with innovative staff training, consistent carer matching, and staff routinely going above and beyond their roles.
Strengths
· Outstandingly consistent support from carers, with many staff supporting the same person for many years
· Innovative and creative staff training including bespoke food preparation training and empathy training
· Staff went above and beyond their roles, including taking pets to the vet, ordering heating oil, and arranging contractors
· Robust recruitment with people able to 'interview' new staff to ensure good matching
· Strong support for staff during COVID-19 including face-to-face supervision and mental health buddy system
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support, training, skills and experienceNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated
well-led: Duty of candourNot rated
well-led: Managers and staff being clear about their roles; continuous learning and improving careNot rated