Background to this inspection
Updated
24 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 was carried out by one inspector and an 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
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced. We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 06 May 2022 and ended on 10 May 2022. We visited the location’s office on 06 May.
What we did before the inspection
We sought feedback from the local authority and professionals who work with the service. 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 five people who used the service and four people’s relatives. We spoke with three members of staff and the registered manager who was also the provider and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with one health professional who works with the service.
We reviewed a range of records. This included three people's care records. We looked at three staff files in relation to recruitment and staff supervision. A variety of other records relating to the management of the service, including policies and procedures were reviewed.
Updated
24 May 2022
About the service
Nimble Care is a domiciliary care service, providing personal care to people living in and around Chippenham.
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. One the day of inspection, 13 people were receiving the regulated activity of personal care.
People’s experience of using this service and what we found
People told us they felt safe using the service. People were cared for by staff who knew how to keep them safe and protect them from avoidable harm. One person’s relative said, "I certainly do feel my [relative] is safe. The staff are entirely satisfactory; very nice people and friendly.” There were enough staff available to meet people's needs. People told us staff always arrived at the scheduled time and stayed for the specified period. One person said, “Nothing gets rushed. It’s excellent support.” People were supported to take their medicines safely. Incidents and accidents were reported, investigated and actions taken to prevent recurrence.
People's needs were assessed, and care plans were in place. People were cared for by staff who had been trained to carry out their roles and who were knowledgeable about the support people needed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People told us they were cared for by kind and compassionate staff. Staff understood the need to respect people's privacy and dignity. One person said, "The staff are all so polite. Before they leave, they always ask if there is there anything else they can do for me.” One person’s relative said, “When I go on holiday, I know that the carers will look after [relative] well.” Staff said they found their role rewarding. One staff member said, “This isn't about just doing basic tasks. We are getting to really know people and providing proper care."
Staff were knowledgeable about people's support needs as well as people's preferences for how they wanted to be cared for. One person said, "It's quite social because I've got to know the staff and they know me. They know the routine and know what they're doing." There was a complaints procedure in place and people knew how to complain if they needed to. No complaints had been received.
Quality assurance processes were in place. Regular audits of all aspects of the service were undertaken. Staff spoke highly of the registered manager. Comments included, “She's a very pleasant manager, very easy to speak to about anything” and, “[Registered manager] is the nicest, kindest most empathetic person I have ever met. The fact she rolls up her sleeves and does visits because she loves it, is awesome.”
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 01 July 2020 and this is the first inspection. The last rating for the service at the previous premises was Good, published on 21 December 2018.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.