Nation Care Agency

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

People felt they were safe when they received care in their own home. Risks to people’s health and wellbeing were identified and risk management plans developed. People’s medicines were administered safely and as prescribed. The provider had a robust recruitment process and new care workers completed an induction. Care workers completed a range of training and had regular supervision with senior staff.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives of people receiving support commented that when they raised issues in relation to the care the provider responded appropriately. One relative said, “Lots of communication focused on person’s safety.”

Care workers explained that if an accident or incident occurred any lessons learned to reduce further risk were discussed with them at team meetings, in newsletters or through the messages via the mobile system used to access care plans and record visits.

The provider had a clear process in place for the investigation, review and response to incidents and accidents. When an incident and accident occurred information was recorded on what had occurred and any immediate actions taken. The information was reviewed by a senior staff member and additional actions to reduce further risk were identified and implemented. Care plans and risk assessments were updated with actions so care workers had appropriate guidance.

We did not receive feedback from care workers regarding this aspect of the service.

The provider worked with the local authority to ensure people’s support needs were identified and could be met before their care package started.

People and relatives told us they felt safe when care was provided in their own home. A person said, “I have visits from 2 carers a day. I can’t walk. I have help with washing and dressing and meals. I feel safe with the carers.”

Care workers confirmed they had completed training on safeguarding adults, and they knew what to do if they identified any concerns about abuse.

The provider had a process for safeguarding people who were supported by care workers, and this was followed. If a concern was identified the provider reported this to the local authority and carried out an investigation to identify any actions which could be taken to reduce possible risk.

People’s risks associated with their safety and wellbeing were reviewed and actions identified. People said they felt the support they received was provided in a safe manner to meet their needs. A person commented, “I do feel safe. I’m quite comfortable. They help me get up and with sitting down. They (staff) clean up everything. So nice. Do everything. I’m quite happy with them.”

Care workers confirmed the people had risk assessments in place and they understood the support needs for the people they visited. Care workers confirmed they had completed training on moving and assisting people with mobility issues which they undertook annual refresher courses.

The provider had developed risk management plans in relation to people’s identified risk related to their health and wellbeing. The risk management plans identified any impact a person’s medical conditions or other risks might have on their care needs. They provided care worker with guidance on how to provide appropriate support to reduce the identified risks.

CQC does not assess people’s home environments for this type of service. However, the provider had completed risk assessment in relation to the person’s home to identify any risk for the person or the care worker providing support. They also complete a personal emergency evacuation plan (PEEP) to provide care workers with guidance in case they needed to support the person to evacuate their home.

We did not receive feedback from care workers about this aspect of the service.

The provider had developed a range of risk assessments to ensure the person’s home was safe and completed plans in care of an emergency.

People confirmed care workers arrived on time, if they were running late they would contact the person and care workers stayed for the full time of the visit. People were usually visited by the same care workers which enabled people to get to know their care workers. People felt the care workers had the training they needed to provide their care. A person said, “Staff know my needs. They have the right skills and training to look after me.”

Care workers confirmed they completed induction training and shadowed a more experienced care worker when they started their role. Care workers also confirmed they had completed a range of training included the care certificate.

The number of care workers allocated for each visit was based upon the person’s assessed support need. The provider used an electronic call monitoring system for care workers to register their arrival and departure times for visits. This meant the provider could monitor care visits to identify if they were happening as planned. The majority of visits occurred as planned. The provider had a robust recruitment process which included checks on an applicant’s right to work in the United Kingdom, obtaining references and an interview. New care workers completed an induction, training including the care certificate and shadowing of an experienced care worker. Care workers completed regular training refreshers and had supervision meetings and annual appraisals.

People told us the care workers used gloves and aprons and they washed their hands when care was provided.

Care workers confirmed they had access to enough PPE which they used when providing support. They had completed infection prevention and control training.

The provider had developed procedures to support care workers to manage and control infection. The use of PPE was monitored during spot checks carried out by senior staff. The registered manager explained they were in the process of developing an infection prevention and control competency assessment for care workers to monitor their understanding of best practice.

People confirmed that care workers provided the support they required with the administration of their medicines.

Care workers explained they had completed training on the administration of medicines. This was confirmed by the training records. Care workers said they felt confident when they administered people’s medicines and knew what to do if they identified any issues with a person’s medicines.

The provider had a process for the administration of medicines. People’s care plans and risk assessments included information which medicines had been prescribed, dosage and frequency of administration and the level of support the person required with their medicines. The provider had developed information sheets on each medicine with guidance on why a medicine would be prescribed and if there were any possible side effects. Care workers completed records to indicate when medicines were administered which also included detailed information on the prescribed medicines. The medicines records were regularly audited by senior staff.