What life is like for people using this service:

• People were being supported safely. There were sufficient numbers of staff employed. However, we received feedback that people were not always supported by consistent staff members and that this had a negative impact on their care.

• Risks to people were assessed and documented in care plans. Staff were well supported through supervision and training arrangements.

• People were supported with respectful and compassionate care.

• A complaints procedure was in place: however, the provider had not consistently responded to complaints in a timely manner. Action was being taken to address this and learn lessons from complaints received.

• End of life care was being provided. However, the provider had failed to address people’s preferences about how they wished to receive end of life care. We have made a recommendation about end of life care planning in the full report.

• Some records were incomplete and lacked detail. The registered manager had identified some of the issues we found during the inspection and work had already begun to make improvements.

• The service met characteristics of Good in most areas.

• Further information is in the full report.

Rating at last inspection: This was the first inspection of this service since it registered with the Commission in October 2017.

About the service: Nurseplus UK is a domiciliary care agency that was providing personal care to 174 people at the time of the inspection.

Why we inspected: This was a scheduled inspection planned to check that the service was providing quality care that was safe, effective, caring, responsive to people’s needs and well-led.

Follow up: There is no required follow up to this inspection. However, we will continue to monitor the service and will inspect the service again based on the information we receive.