Novus Care Limited – Surrey

“We undertook this assessment due to the aged rating. At the time of the inspection there were 60 people being supported with personal care.”

“Risks were identified, assessed and managed, and staff understood their responsibilities in safeguarding people from abuse and neglect. Incidents and concerns were reported and reviewed, and learning was used to improve practice. Rotas were planned carefully to ensure staff had sufficient travel time in between care calls. Staff were provided with an effective induction and ongoing training and supervisions took place.”

“Assessments were completed before care started and reviewed when people’s needs changed. Staff worked with health and social care professionals where needed, supporting good outcomes and continuity of care.”

“Staff understood the importance of maintaining dignity and privacy when supporting people in their own homes. People were treated as individuals, and care plans reflected people’s preferred routines, preferences and life history. Leaders listened to feedback and responded appropriately to concerns and complaints. Care delivery was well organised and accessible, supporting reliable and consistent care visits.”

“The service was well-led. Leaders promoted a clear direction focused on person‑centred care and continuous improvement. Governance systems provided oversight of quality, risk and performance. Leaders were approachable, and staff felt supported to raise concerns, contribute to learning and deliver safe, high‑quality care in people’s homes.”