Archived: Norfolk Quality Care

Updated 23 September 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 18 August 2016 and was announced. The provider was given 24 hours’ notice because the location was a domiciliary care agency and we wanted to ensure there was someone free to assist us with the inspection. The inspection was carried out by one inspector.

Prior to our inspection we reviewed information we held about the service. This included any information received and statutory notifications. A notification is information about important events which the provider is required to send us by law.

During the inspection we spoke with two people who used the service and three relatives. We also spoke with two care workers and the registered manager.

We considered information contained in some of the records held at the service. This included the care records for four people, staff training records, three staff recruitment files and other records kept by the registered manager as part of their management and auditing of the service.

Updated 23 September 2016

This announced inspection was carried out on 18 August 2016. Norfolk Quality Care provides support and personal care to people living in their own homes in North Walsham and surrounding villages. On the day of the inspection there were 12 people using the service who received personal care.

The service had a registered manager in place at the time of our inspection. 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.

People were supported by staff who understood the risks they could face and knew how to make people feel safe. People were encouraged to be independent and risks were managed in the least restrictive way possible.

There were sufficient numbers of staff employed to provide people with their planned service. People who required support to take their medicines received assistance to do so when this was needed.

People were provided with the care and support they wanted by staff who had the knowledge and skills they needed to do so. People’s human right to make decisions for themselves was respected and they provided consent to their care when needed.

People were supported to consume a sufficient amount of food and fluids that promoted their wellbeing. People received support from staff who understood and responded to their health needs.

People were treated with respect by staff who demonstrated kindness and understanding. People were involved in determining their care and support. They were shown respect and treated with dignity in the way they wished to be.

People were able to influence the way their care and support was delivered and they could rely on this being provided as they wished. People were informed on how to express any issues or concerns they had so these could be investigated and acted upon.

People who used the service and care workers were able to express their views about the service. The management of the service provided leadership that gained the respect of staff and motivated them as a team. .