Nimble 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. One the day of inspection, 13 people were receiving the regulated activity of personal care.

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."