Archived: Nurse Plus and Carer Plus (UK) Limited - 94 Queen Street

People were in control of their lives and were able to make decisions about the care and support they received. We were told that people were 'in control' of their care and were 'encouraged to be as independent as possible.'

People were encouraged to share their views about the service and were able to complain. People told us they could 'always get in contact' with the office. One person said 'Oh, I just pick up the phone and get anything sorted straight away. It works very well.' We saw the agency dealt with complaints well and acted on the feedback from people.

People told us they felt safe when the care workers were in their homes. One person said "Oh yes, they are most trustworthy.' Staff knew about the different types of abuse and knew how to escalate any concerns.

People were complimentary about the care workers. One person said 'they are all lovely but I have my favourites which the office try to send me regularly.'

We looked at recruitment files which showed there was a clear robust recruitment and selection procedure in place.

At the last inspection we found that not all care records contained an overview of what specific care needs each person had. At this inspection we found that improvements had been made which meant staff were provided with detailed written information on what care and support was required.

At the last inspection we also found that staff had not been provided with clear information about their responsibilities in regard supporting people with their medication. At this inspection we found that improvements had been made. These included providing staff with detailed information and assessing staff before they are able to handle medication. This helps to minimise the risk of medication errors being made.