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Archived: Nobilis Care North Somerset

Overall: Good read more about inspection ratings

Unit 1, Five C Business Centre, Concorde Drive, Clevedon, BS21 6UH (01275) 595997

Provided and run by:
Nobilis Care North Limited

Important: The provider of this service changed. See old profile
Important: The provider of this service changed. See new profile

Latest inspection summary

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Background to this inspection

Updated 19 May 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.

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.

This service also provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

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 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 to speak with people over the phone.

Inspection activity started on 16 March 2022 and ended on the 24 March 2022. We visited the office location on the 21 and 22 March 2022.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from four professionals who work with the service. We received one response from a professional.

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 13 people and seven relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, two team leaders, two branch staff and one care staff. Following the inspection, we contacted seven staff and managed to gain views from two.

We reviewed a range of records. This included eight care plans and two medication records. We looked at two staff files in relation to recruitment and two staff files in relation to spot checks, supervision and appraisal records. A variety of records relating to the management of the service, including policies and procedures, incidents and accidents, safeguarding records, written compliments, action plans, and feedback were also reviewed.

Overall inspection

Good

Updated 19 May 2022

About the service

Nobilis Care North Somerset is a domiciliary care agency that provides personal care and support to people who live in their own home. At the time of our inspection there were 89 people who were receiving personal care. Nobilis Care North Somerset also provided care and support to 17 of who were living in an Extra Care Housing facility called Waverley Court.

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 were kind and caring and people were happy with their support. Staff were able to demonstrate a good understanding of abuse and who to go to should they have concerns. People’s independence was promoted. People’s care plans had up to date risk assessments in place, one persons ‘about me’ section required updating the registered manager following our inspection confirmed this had been updated. Although all staff had received infection control training and were able to demonstrate a good understanding of how to safely use their personal protective equipment, we found one member of staff had their surgical mask down below their nose and mouth whilst supporting one person within the community. This was not in line with how surgical masks should be worn and meant people could be at risk of cross infection due to staff not wearing personal protective equipment as required.

People and their relatives felt able to raise complaints, however one person and one relative were not satisfied when a complaint was raised. People’s care plans were personalised and they contained important information relating to people’s life history and what their likes and dislikes were.

People were supported by staff who had a good understanding of privacy and dignity and who encouraged people with their independence. Referrals were made when required to health and social care professionals. People’s views and choice was respected by staff.

Rating at last inspection

This service was registered with us on 6 September 2019, and this is the first inspection.

Why we inspected

This is a planned inspection to check whether the provider was meeting legal requirements and regulations, and to provide a rating for the service.

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