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NCC First Support - Southern

Overall: Good read more about inspection ratings

Elizabeth House, Walpole Loke, Dereham, Norfolk, NR19 1EE (01603) 365789

Provided and run by:
Norfolk County Council

All Inspections

6 July 2023

During a monthly review of our data

We carried out a review of the data available to us about NCC First Support - Southern on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about NCC First Support - Southern, you can give feedback on this service.

24 June 2019

During a routine inspection

About the service

NCC First Support Southern, Northern and Norwich is a reablement service providing personal care to people living in their own homes for a maximum of six weeks. At the time of the inspection, the service was supporting approximately 100 people.

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

People were able to express their individual care needs and the service had been planned in such a way as to meet these needs. People were helped to achieve as much independence as they could.

Staff had received good training and supervision to help them deliver care to people that was safe and appropriate for their needs. Staff were kind and caring and treated people with dignity and respect. People were supported to have maximum choice and control of their lives.

Staff understood the different types of risks people could be exposed to and acted to reduce these risks as much as possible. Processes were in place to protect people from the risk of abuse. The provider had ensured that staff were of good character and were safe to work with people before allowing them to enter people’s homes.

There was good leadership in place. The provider valued their staff and supported them in their work. The quality of the service was regularly reviewed, and action taken to improve it when necessary. When things had gone wrong, lessons had been learnt. The provider was keen to continually improve the service for people.

The service worked well with other agencies and health and social care services to ensure people received the care and support they required.

Rating at last inspection

The last rating for this service was Good (published December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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

2 November 2016

During a routine inspection

This inspection visit took place on the 2 November 2016 and was an announced inspection. This meant that we gave the service notice of our arrival so that we could ensure someone was available at the office. We undertook telephone calls with people that used the service on 7 and 8 November 2016.

The service is registered to provide personal care to people living in their own homes. At the time of the inspection there were 78 adults using the service. The service provides re-enablement to people with the aim of increasing their independence. It is provided for a period of up to six weeks.

There was a registered manager for this service, who was available every day. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Systems were in place to reduce the risk of people experiencing harm or abuse. Staff had been trained in adult safeguarding procedures and could identify what to do if they considered someone was at risk of harm, or if they needed to report concerns. Risks to people’s safety had been assessed and actions taken to minimise these occurring.

There were sufficient staff to keep people safe and meet their needs, and the registered manager had followed safe recruitment procedures to make sure the staff employed were safe to work within care. Staff were competent with medicines management and could explain the processes they followed.

Referrals were made to appropriate health care professionals where necessary to support people with their healthcare needs. People’s consent was sought before support was provided. If people were unable to make their own choices about the support, the staff always acted in their best interests.

The service provided individualised care according to each person’s needs and preferences. People and their relatives were involved in assessment and reviews of people’s needs. Staff had knowledge of people’s changing needs and supported them to be involved in making decisions about their care.

Staff were caring, knew people well, and supported people in a dignified and respectful way. Staff acknowledged people’s privacy and had positive caring relationships with them.

Quality assurance systems were in place to ensure people received good quality care. These were reviewed regularly to make sure they remained effective at doing this.

9 January 2014

During a routine inspection

This service was for people who required support for a short period of time whilst they recovered from an illness or accident. We found from the information we read and the comments received from people that the service was meeting these aims.

Ten people spoken with were complimentary about the service they received. Some of the words used to describe the service were, 'first rate', 'excellent', 'supportive', 'skilled staff', 'encouraging', 'polite and courteous'. One person said, 'The service is so good. It has helped me to become independent again.' Another person said, 'I cannot rate the carers highly enough. They are kind, give me time and support me with all I need.' A third person said, 'I would recommend the carers to anyone. I have no complaints what so ever.'

The service had access to a system called the 'hub'. This gave staff a central point of contact to access further help or to refer on to various professionals when required. This ensured the people using this service received support to meet their various needs.

People were supported by trained staff with their medications. This support met their individual needs, promoted their independence and ensured procedures used were safe.

Staff were recruited to this re-enablement service appropriately and thoroughly. We found personnel files held all the correct records to ensure employed staff were suitable to do the work required.

Monitoring of the quality of the service was carried out by management to ensure the service was performing appropriately. Concerns were acted upon and people using the service had information on how to complain if they needed to.

13 November 2012

During a routine inspection

People spoken with were very satisfied with the agency and the way they were being supported. They told us that the staff were polite and respectful. One described the support they had as 'excellent'. Another told us, "I can't speak highly enough of them." They felt that staff understood the care they needed and encouraged them to regain some of their independence. This was confirmed in some of the records we saw in the office, showing that staff worked hard to try and encourage 'reablement' as the aim of the support they offered.

People felt that the staff were competent and knew what they were doing. We found that many of the staff had worked for the service for a long time and so gained experience as well as accessing regular training. Staff received regular appraisal of their performance.

People were asked for their views about the service and what could improve. Overwhelmingly the comments on surveys were positive and people felt they received good quality care. This was reinforced by the people we spoke with.