Background to this inspection
Updated
28 July 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was completed by two inspectors and an Expert by Experience (ExE). An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period of notice of the inspection because we needed to arrange telephone conversations with people who use the service and staff so that we could gain their views and experiences of the service.
Inspection activity started on 1 June 2021 and ended on 8 June 2021. We visited the office location on 2 and 3 June 2021.
What we did before inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with 28 people who used the service and 31 relatives about their experience of the care provided. We spoke with seven members of staff including the provider, registered manager, senior care workers and care workers.
We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at six staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
28 July 2021
About the service
Nobilis Care Gloucestershire is a domiciliary care service providing personal care to people living in their own houses and flats. The service supported 158 people at the time of the inspection.
People’s experience of using this service and what we found
People and their relatives were positive about the caring nature and approach of staff. They told us they felt safe when staff visited and were confident that any concerns would be dealt with promptly. The service had reviewed their staffing levels and had recruited more staff to ensure they had sufficient staff to meet people’s needs.
Appropriate measures had been implemented to minimise and manage risk to people. Where people were supported with medicines, they were supported by staff who had received appropriate training and medicines were managed safely.
Infection prevention measures had been established within the service. Staff had a good understanding of these procedures and people confirmed staff were wearing protective equipment when visiting people in their homes.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People received care which had been developed in partnership with them and their representatives. People and relatives told us their opinions had been considered when developing their care plans. Where people were supported with their nutritional needs, they told us staff offered them a choice as to what they would like to eat and took their preferences into account.
Staff had received training which was appropriate to their role. Staff told us they received regular support from management and could seek advice from the registered manager. The service communicated and engaged with others such as family members to improve the lives for people who used the service.
The registered manager acted on concerns to ensure people received care which was safe and responsive to their needs. Any concerns or accidents were reported and acted on.
The registered manager had developed a variety of quality assurance systems to monitor the overall quality of the service provided to people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with CQC on 06/09/2019 and this is the first inspection.
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.