18 January 2021
During a routine inspection
Nobilis is a care at home service providing personal care and support. At the time of the inspection around 100 people were receiving support with 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
The provider’s systems that were used to robustly identify shortfalls in the service had failed to act on and learn from concerns over the last 12 months. This meant that improvements required were not acted on in a timely way. Improvements were also needed to the complaints processes.
Staff were able to access appropriate personal protective equipment (PPE) to help prevent the spread of infection.
Staff were trained and competent in their role. Staff received supervision and appraisals to monitor their performance and identify any learning needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice.
People and their relatives were overall very positive about the care and support and kindness of the staff who supported them.
Rating at last inspection
This service was registered with us on 8 July 2019 and this is their first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about medicines, infection control and staffing. A decision was made for us to inspect and examine those risks and to provide a rating for the service.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified that systems and processes were not robust enough to demonstrate quality and safety were effectively managed.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.