NDH Care (Leicester) achieved a Good rating across all five key questions at its first inspection in December 2022, demonstrating safe, person-centred care delivered by well-trained, consistent staff with robust governance and quality assurance systems. Minor areas for improvement — including end-of-life documentation, language-barrier communication, survey engagement and registered manager visibility — were promptly addressed by management during and after the inspection.
Concerns (4)
minorCommunication with families: “We received comments about the communication, which at times was not easy because of language barriers. We shared this with the registered manager who assured us they would address this.”
minorEnd-of-life care: “We discussed with the registered manager how information about people's wishes and the role of family members were not always documented. They assured us this would be addressed.”
minorPerson-centred care: “Most people and relatives had not been asked for feedback through surveys. The registered manager told us surveys would be sent to people, their relatives, staff and professionals in January 2023.”
minorLeadership: “Most did not know who the registered manager was. We discussed this with the registered manager and the provider. They assured us everyone would be contacted by the registered manager.”
Strengths
· People received safe care with robust safeguarding systems, trained staff and effective risk assessment and monitoring processes.
· Staff were recruited safely with thorough pre-employment checks including DBS, references and proof of identity.
· Consistent staffing ensured people were supported by familiar, reliable carers who built strong relationships with them.
· Medicines were managed safely with trained staff, competency assessments and accurate electronic MAR records.
· Staff received comprehensive induction including shadow shifts, the Care Certificate and ongoing specialist training.
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving careGood