Nobilis Care Southampton

Updated 8 May 2026

Date of Assessment: 13 to 28 May 2026. Nobilis Care Southampton provides personal care and support to older people living in their own home. Not everyone who used the service was receiving the regulated activity of personal care, which is help with tasks related to personal hygiene and eating. At the time of our inspection, they were supporting 113 people with their personal care.

The inspection was prompted in part by notifications of concerns raised when the provider supported people with catheter care. We found following professional feedback, care planning and staff training for catheter care were improved.

Staff delivered person-centred care that promoted people’s independence, dignity, and wellbeing. People were involved in decisions about their care and were supported to identify and work towards their goals. These included remaining independent at home, regaining skills, and recovering after illness or hospital stays. Staff built positive relationships with people, including those initially reluctant to engage. This helped balance managing risks to safety and wellbeing with people’s right to control how their care was organised and delivered.

The provider was responsive to people’s changing needs and worked effectively with external professionals and commissioners to adjust care packages when required. We received positive feedback from health and social care partners, who told us the provider worked proactively to monitor people’s conditions and report concerns promptly. This helped ensure people had the right level of support in place.

The provider had effective governance systems to monitor quality and safety. This included proactive oversight of care delivery through electronic systems, alongside more reflective reviews of key areas. Systems were in place to gather feedback, manage complaints, and learn from concerns, with evidence this was used to drive improvement.

Systems specific to community-based care helped reduce risks to people and staff, including business continuity plans, non-entry policies, lone working arrangements, and out-of-hours senior support. These measures helped keep people and staff safe.

However, improvements were needed in relation to the consistency of care call times, communication about changes, and aspects of staff training and care planning for specific medical conditions. The registered manager had begun taking action to address these issues, ensuring risks to people were minimised and introducing measures to improve scheduling and communication. This demonstrated a proactive and open approach to feedback, helping drive improvements to the quality of the service.

The service was registered for use by autistic people or people with a learning disability. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability. The registered manager told us there were currently no plans to provide care for this service user group.

Updated 8 May 2026

Overall, people told us they felt safe and had developed positive relationships with staff. They described staff as kind and compassionate. Comments included, “They (staff) are really nice and caring. Very compassionate and kind. I get on really well with my regulars” and “They (staff) are kind and caring. They talk to my relative and there is a lot of laughter. They don’t force her to do anything and respect her.”

People said staff respected their homes and personal space, and they did not feel rushed during visits. Care was delivered in line with their preferences and routines. Comments included, “They (staff) tidy up after themselves and always wipe their feet, so my carpet doesn’t get dirty,” and “They never rush me, even if I’m not feeling well and need more time.”

People told us staff promoted their privacy and dignity during personal care. For example, “They always make sure the door is shut and I have something to cover myself. The curtains are closed (during personal care support).”

People told us staff asked for their consent before starting support with their personal care and respected their decisions if they declined care. Comments included, “They (carers) always ask what I’d like done. If I say no, they respect that.” People and relatives told us staff helped to promote their independence. Comments included, “They (staff) encourage me to do what I can for myself. I try to do things. So, I can walk a bit, use the toilet and wash when I can. They will help if I need it.”

People confirmed staff followed good infection control practices, including the use of personal protective equipment (PPE). Comments included, “They (staff) always use gloves and aprons when needed and dispose of them properly.”

People said they received appropriate support with healthcare needs, including prompt action to access services if they were unwell. One person told us, “I was unwell with an infection and they called an ambulance.” People told us they received their medicines as prescribed and were supported with eating and drinking when needed. Comments included, “(Staff) always remember to give me my medicines. I have never missed a dose” and “Staff help me make meals and make sure I have drinks throughout the day.”

However, people raised concerns about inconsistent visit times and a lack of communication about changes. They said visits were sometimes late or changed at short notice, and they were not always informed of changes in timings or when different staff were attending. People told us they found this frustrating and they felt communication needed to improve. Comments included, “There is room for improvement in communication and consistency,” “They can be over an hour late,” and “I am not always told if somebody different is coming.”