Nobilis Care South Gloucestershire

Nobilis Care South Gloucestershire is a domiciliary care agency that provides personal care and support to people who live in their own home. At the time of the inspection there were 127 who were receiving personal care.

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

Some people and staff raised with us they were unhappy with the response they received when they called the office as they felt calls were not always handled satisfactorily. They also felt improvements were needed to visit times and rotas. The registered manager confirmed following our inspection this was an on-going area of improvement and they were taking action to address this.

People felt supported by staff who they described as kind and caring. Although improvements were required to people’s care and support plans, risk assessments and other important information was available for staff such as life histories, hobbies and any interests. Improvements were also required to paperwork where people might lack capacity, and what decisions had been made in their best interests.

Staff promoted people’s independence and gave them choice and control about their care and support. Staff knew people well including how to support the person with their individual needs. The registered manager worked in partnership with health and social care professionals including safeguarding teams when required.

An action plan was in place that identified areas of improvement including, medicines administration charts, mental capacity assessments, staff training, supervision and appraisals. The registered manager acknowledged our feedback where some care plans required additional information. They planned to address this with a new quality assurance system and an allocated member of staff to oversee this.

Rating at last inspection and update

This service was registered with us on the 26 September 2022, and this is the first inspection.

The last rating for the service under the previous provider was rated as requires improvement. Published on 4 March 2021.

Why we inspected

This inspection was identified for an inspection by the local authority due to the previous rating of requires improvement.

Enforcement and recommendations

We have identified breaches in relation to people’s care plans and records being accurate and complete and their being a robust system in place that identified this shortfall.

Please see the action we have told the provider to take at the end of this report.

We recommend the provider seeks best practice guidance relating to complaints and where people’ might lack metal capacity.

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