Updated 11 April 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This inspection was carried out by one inspector and one Expert by Experience. 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:
Nobilis West is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults.
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 the service 24 hours notice of the inspection to ensure staff and managers were available in the office during the inspection.
Inspection site visit activity started on 29 January 2019 and ended on 31 January 2019. We visited the office location to see the manager and office staff; and to review care records and policies and procedures.
We contacted people and people’s families by telephone on 29 and 30 January 2019 and visited people in their homes with staff on 31 January 2019.
What we did:
Before the inspection we looked at information we had about the service, including;
• Provider information return – key information about their service, what they do well, and improvements they plan to make.
• Notifications we received from the service – the law requires providers to notify us of certain events that happen during the running of a service.
• The provider’s website.
During the inspection:
• We spoke with nine people who used the service and two people’s relatives over the phone. We spoke with four people and three people’s relatives while visiting people in their own homes.
• We spoke with the registered manager, the branch manager and six members of staff.
• We looked at six people’s care records including risk assessments and support plans.
• We looked at staff recruitment records, and personnel files including training records.
• We looked at records of accidents, incidents and complaints.
• We looked at audits, quality assurance reports and other records, including policies and procedures.
• We asked for feedback from local authorities who commissioned the service on behalf of people, one local authority fed back about the service.