Noblesse Care Ltd

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This was the first assessment of this registered service under a new provider and therefore we assessed all 7 quality statements from this key question. Based on the findings of this assessment, our rating for this key question is good. This meant people’s needs were met through good organisation and delivery. Staff knew about people’s preferences and wishes and treated everyone as an individual. Staff ensured they communicated and shared information with people in a way they could easily understand. Care plans gave a good overview of people's support needs. People were treated fairly and free from the fear of being discriminated against. People were supported to understand their equality and human rights and how staff and managers would respect these. Staff supported people to plan for their end of their life care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff treated them as individuals and supported them according to their individual needs and preferences. On relative spoke about the provider amending the call visit times to suit their individual needs.

Staff demonstrated a good understanding of people’s support needs and preferences. Comments included, “ She tries to get up by herself so needs to be watched closely. Her walking is good but need to be careful”, “No allergies and no preferences, she has a normal diet.”

People told us they received continuity of care from staff who were familiar with their individual care needs, preferences and daily routines. One person said, “Consistency of cares is nice, you don’t want different people coming.”

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

We did not receive any feedback from external health and social care professionals, however records seen indicated there were no concerns in this area.

Care records included information from healthcare partners.

People told us they were given copies of their care plans and contracts which they were able to agree to and change if necessary. One person said, “Right at the start, we had a meeting and agreed it all up front.”

The registered manager told us that people were provided with an overview of the cost of care and written copies of their care plans when people first began to use the service.

Contracts and agreement forms were available in people’s care records, these showed the details related to the packages of care that people had agreed to.

People told us the provider sought their views about the care they received, and they would not hesitate to speak up. A person said, “[The registered manager] is receptive to any feedback.” Another said, “They keep us informed, we have a way of communicating which works.”

The provider valued and listened to the views of staff. Staff told us they were encouraged to contribute their ideas about what the service did well and what they could do better. They said the registered manager was open to suggestions and took their ideas on board.

There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through annual client surveys and spot checks. The feedback reviewed was positive. Quarterly staff and individual supervision meetings were held and gave staff an opportunity to provide feedback.

People could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities.

We did not receive any feedback from external health and social care professionals, however records seen indicate there were no concerns in this area.

People received care and support from staff according to their individual assessed needs. People had equal access to external health care and social care professionals.

People told us they were supported by staff to have the same opportunity as others and received equal opportunities.

Staff understood people had a right to be treated equally and fairly. They understood that people had different religious and cultural needs and how they would support them in these areas.

People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

No one required end of life care at the time of the assessment.

Staff told us people’s wishes for their end-of-life care, including their spiritual and cultural wishes, were discussed, and recorded in their care plan.

Care records contained details about advanced statements. An advance statement is a written statement that sets down your preferences, wishes, beliefs and values regarding your future care.