Noble Live-in Care

Updated 23 July 2022

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 Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection team consisted of one inspector and one Expert by Experience who spoke with people and their relatives on the telephone. 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.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave notice of the inspection. We needed to be sure the registered manager would be in the office to support the inspection. We also needed to arrange for the Expert by Experience to speak with people and relatives over the phone.

Inspection activity started on 23 June 2022 and ended on the 6 July 2022. We visited the office location on the 28th June 2022.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from three professionals who work with the service. However, we had no replies.

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We reviewed a range of records such as four people’s care records. We looked at two staff files in relation to recruitment and a variety of records relating to the management of the service such as incidents and accidents and quality assurance audits. During the inspection, we spoke with the registered manager, the operations manager, a locality manager and the quality lead.

As part of the inspection we contacted four support members of staff, two relatives and two people who use the service. The Expert by Experience contacted two people by phone and 13 relatives about their care experience.

Updated 23 July 2022

About the service

Noble Live-in Care is a domiciliary care service that provides personal care to people 24 hours a day in people’s own home. At the time of our inspection there were 70 people receiving personal care from the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People were supported by staff who had recruitment checks completed prior to working with vulnerable adults. People were happy with the support they received from staff and felt safe. Care plans were personalised and contained important information such as hobbies and interests as well as guidance for staff in how to support the person including any risks or mobility needs.

People were supported by staff who received training and supervision although two staff were unable to demonstrate a good understanding of the different types of abuse. Action was taken by the operations manager following our inspection. New staff received an induction prior to working with vulnerable people. Staff promoted people’s independence and staff had a good understanding of how to promote people’s privacy and dignity.

People were support by staff with their dietary requirements and care plans contained important information such as if people had any sensory impairment or an identified lasting power of attorney decision in place.

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 polices and systems in the service supported this practice. Staff spoke about people in a respectful manner and they supported people to make decisions about their care and support. Staff respected people’s privacy and dignity and they gave examples of how they promoted people’s independence such as brushing their own teeth.

The provider had quality assurance systems in place which identified shortfalls and areas of improvement. Staff feedback was sought, and the provider was planning on how to seek feedback from people in an accessible way. We shared feedback we had received as part of the inspection so improvements could be made.

Rating at last inspection and update

This service was registered with us on the 14 August 2020, and this was the first inspection.

Why we inspected

This was a planned inspection to check whether the provider was meeting legal requirements and regulations, and to provide a rating for the service as directed by the Care Act 2014.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk