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Clark James HomeCare - Norwich Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 17 July 2019

About the service: Clark James HomeCare - Norwich is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults, and younger disabled adults. At the time of this inspection the service supported 33 people with their personal 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.

People’s experience of using this service:

People who used the service and relatives were positive about the service provided. One person told us, “I get all the help I need, [the staff] are caring and kind.” One person’s relative said, “This service is brilliant, I haven’t had any reason to complain. [The staff] know [my relative] so well and they get on so well with everyone.”

Staff supported people to keep safe and acted when necessary to prevent any harm or abuse. People were supported to have maximum choice and control of their lives, risks to people’s health and wellbeing were managed in a way that did not restrict them unnecessarily. People were supported by staff who were skilled, highly motivated and caring.

People were supported to have their medicines as they prescribed. If needed, people were helped to eat and drink enough to maintain a healthy diet. Staff protected people from the risk of infection by using the necessary protection, such as gloves and aprons.

Care plans were person centred and people were consulted over their care needs and actively encouraged to make their own decisions. Staff were responsive in identifying and reviewing changes to support good physical and mental health.

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 confirmed this practice.

Staff received the training and support they needed to carry out their roles. The service worked to ensure that people received person centred care when they used and were supported by different services.

Staff who spoke with us talked about the people who use the service in a caring and positive way. The people who used the service told us that staff were kind, caring and protected their privacy and dignity. We saw evidence that people were able to express their views and staff listened to what they said and took action to ensure their decisions were acted on.

People received care that was personalised and responsive to their needs. The service listened to people’s experiences, concerns and complaints. They took steps to investigate complaints and to make any changes needed.

The service was well led, the registered manager was knowledgeable and well informed. Quality assurance systems were in place and were robust in all areas.

Rating at last inspection: The service was rated as Requires Improvement at its last inspection. (Published on 9 June 2018) This was because although there were quality assurance systems in place, these were not fully effective and further improvements were needed to monitor medicines administration. We also found that further monitoring was needed of the care plans in terms of ensuring that they contained staff guidance in relation to people's health conditions. The regular quality assurance systems had not been robust enough to identify these shortcomings in the care planning documents.

Why we inspected: This was a planned inspection based on the previous rating.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 17 July 2019

The service was safe.

Details are in our safe findings below.



Updated 17 July 2019

The service was effective.

Details are in our effective findings below.



Updated 17 July 2019

The service was caring.

Details are in our caring findings below.



Updated 17 July 2019

The service was responsive.

Details are in our responsive findings below.



Updated 17 July 2019

The service was well-led.

Details are in our well-Led findings below.