Nation Care Agency

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was well-led. The provider had a range of policies and procedures which reflected current legislation and best practice. The provider worked in partnership with external organisations. A number of audits and checks on the quality of the care provided were completed and the service was monitored. Care workers felt they were well supported, and procedures were in place to enable them to raise concerns with the provider.

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.

Care workers provided positive feedback about working for the service. Care workers felt listened to and their comments included, “Their always helpful, the office staff help us, also the manager we have is always amazing and I love working with them”, and “They are very supportive to their staff, I feel listened to.”

The provider had developed values and objectives as well as a strategy and vision for the service. This was shared with staff through the staff handbook, regular staff newsletters and team meetings.

Care workers explained they felt supported by the senior staff.

The registered manager had been working with an improvement consultant to identify areas where the service required action to improve the experience of people receiving support. The registered manager was also the owner of the service, and they kept up to date with best practice though working with the improvement consultant and accessing guidance from Skills for Care.

Care workers confirmed they felt confident to raise any concerns they may have with senior staff.

The provider had processes in place to support staff to feel safe if they had to raise any concerns. The provider had developed information for care workers on what they could do if they felt they were being bullied and how they could raise a concern or complaint. There was also a policy on workplace bullying.

Care workers explained that the service was responsive to their needs for example providing a rota in a timely manner or if they required time off at short notice.

The registered manager explained the staffing reflected the local community and the people they were supporting.

The registered manager explained there was a clear structure for the organisation which included an office manager, care coordinator, field care supervisors, finance, human resources staff and staff to cover out of hours calls. There were a range of policies and procedures which were regularly reviewed to ensure they were up to date and reflected current best practice.

The provider had developed a range effective processes for the monitoring of the care provided and the implementation of actions for improvement. There were regular audits carried out reviewing records relating to the administration of medicines and the information noted by care workers of the care provided during each visit. People were also supported to provide feedback on the care they received.

The registered manager told us they worked with a range of organisations which included the London Fire Brigade if they identified a person who requires support with smoke alarm fitting, healthcare professionals and the local authority.

The provider worked with external organisations to provide people with the care and support they required.

Care workers told us they had been given feedback on lessons which had been learned following incidents and accidents, safeguarding and complaints to improve the way care was provided.

The registered manager completed a number of audits as well as obtaining feedback from people receiving support and staff to monitor the service and make improvements where identified. The provider was working with an improvement consultant to support ongoing improvements.