Archived: Nobilis Care IOW Ltd

Nobilis Care IOW Ltd is a domiciliary care agency. The service provides support and personal care to people who live with dementia, older people, people with mental health needs and younger adults in their own homes. 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. At the time of our inspection 139 people were receiving a regulated activity from the service.

People’s experience of using this service and what we found

People told us they received safe care. People were supported by staff in a safe way and risks were assessed, managed and monitored. People received their medicines as prescribed and infection control risks were managed effectively. There were sufficient numbers of consistent staff available to meet people's needs.

People and relatives spoken with were confident in the staff's abilities and thought they had the right skills to look after them. People described staff as kind, caring and respectful.

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.

There was a person-centred culture within the service and people were placed at the centre of their care.

The management team were open and transparent and understood their regulatory responsibilities. There were systems and processes in place for assessing, monitoring and improving the quality of the care provided by the service.

The management team kept in regular contact with people, checking if they were happy with the service they received and if any changes were needed. The service worked well with other partners, organisations and commissioners.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 2 September 2022).

Why we inspected

This inspection was prompted by the previous rating of the service. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Nobilis Care IOW Ltd on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Nobilis Care IOW Ltd is a domiciliary care agency which provides support and personal care to people living in their own home. Not everyone using Nobilis Care IOW Ltd received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection 144 people were receiving a regulated activity from the service.

People’s experience of using this service and what we found

Although people told us they felt safe, we identified specific risk assessments had not consistently been completed, as required to provide guidance to staff on how to monitor people’s specific conditions.

This was immediately addressed by the registered manager and risks to people had been mitigated by a well-trained, knowledgeable and experienced staff team.

People told us staff supported them with medicine safely. However, some improvements were required in relation to ensuring people received their medicine as prescribed.

There were mixed views in relation to the timing of care calls. However, the management team were working hard to provide people with appropriate times to meet their needs. People were supported by staff who knew them well and had been safely recruited. Staff wore appropriate personal protective equipment and followed government guidance on COVID-19.

All people and relatives spoken with were confident in the staff’s abilities and thought staff had the right skills to look after them. New staff completed a comprehensive induction to their role prior to commencing employment and ongoing training and supervision was provided.

Staff supported people to access healthcare professionals when they needed them and worked alongside health and social care professionals to ensure a joined-up approach to people's care.

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 treated well by staff, who were kind and caring and treated them with dignity and respect.

There was a person-centred culture within the service and people were placed at the centre of their care. Not only did the managers and provider demonstrate they wanted to ensure people received high quality, safe and effective care, they were also responsive and mindful of staff needs and wellbeing.

People and their relatives told us the service was well-led and said they would recommend this service to others.

The management team were open and transparent and understood their regulatory responsibilities.

There were systems and processes in place for assessing, monitoring and improving the quality of the care provided by the service. Shortfalls found during the inspection were immediately and robustly addressed by the management team.

The management team kept in regular contact with people, checking if they were happy with the service they received and if any changes were needed.

The service worked well with other partners, organisations and commissioners.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for the service under the previous provider was Good, published on 19 December 2018.

Why we inspected

We undertook this inspection as part of a random selection of services which have had a recent Direct Monitoring Approach (DMA) assessment where no further action was needed to seek assurance about this decision and to identify learning about the DMA process.

We have found evidence that the provider needs to make improvements. Please see the safe section of this full report.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.