Nurseplus UK achieved an overall Good rating at its first CQC inspection, with strong performance across safe, effective, caring and well-led domains. The Requires Improvement rating for responsive reflects inconsistent staff continuity, untimely complaints management, and an absent end-of-life care plan, alongside incomplete medication administration records.
Concerns (6)
moderate
Person-centred care
: “People did not consistently receive person-centred care. We received feedback from people and relatives that they did not regularly receive consistent care staff and that this impacted on the quality of care provided.”
moderateComplaints handling: “Concerns with complaints management had been identified in three previous audits in 2018 but issues were still found during the inspection.”
moderateEnd-of-life care: “The person's care plan did not have any information about their wishes for how they would like to be supported at the end of their life and no guidance for staff about how to support them at that time.”
moderateRecord keeping: “MARs and TMARs were not always filled in correctly. We observed gaps and inconsistencies in these records during the inspection.”
minorCare planning: “Areas of some care plans such as moving and handling assessments lacked detail.”
minorGovernance: “Records did not clearly demonstrate that feedback was used to drive improvement.”
Strengths
· People were supported safely with sufficient staffing levels and appropriate DBS and recruitment checks in place.
· Staff demonstrated a good understanding of safeguarding and risk management, with detailed risk information in care plans.
· Staff received a variety of appropriate training and were supported through induction, supervision, appraisal and spot checks.
· People received caring and compassionate support, with relatives describing staff as empathetic and kind.
· The service respected people's diverse needs in line with the Equality Act 2010 protected characteristics.
Quality-Statement breakdown (21)
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing levelsGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff skills, knowledge and experienceGood
effective: Supporting people to eat and drink enough with choice in a balanced dietGood