Norwich

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Manorcourt Care (Norwich) is a domiciliary care service providing support and personal care to people living in their own homes. At the time of our assessment, there were 138 people receiving the regulated activity of personal care. The Care Quality Commission (CQC) only regulate the service received by people provided with ‘personal care’.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

People received care which was safe and met their needs. There was a strong and proactive culture of openness and safety. At the time of our assessment, the service had experienced a reduction in their staffing levels due to staff leaving. The manager had taken responsible steps to mitigate the risk of impact on people’s care. Staff were well trained and recruited safely. Medicines were administered appropriately and in line with the prescribers’ instructions.

People’s needs were assessed and personalised care plans were in place. Where gaps relating to people care records were identified through the course of our assessment, the service rectified this quickly. Staff worked together with people and their relatives to deliver care which was person-centred. People were encouraged to live healthier lives, and staff reviewed people’s needs holistically.

The service was caring. Without exception, people told us staff were kind, caring and respectful. People were treated with empathy and compassion, with their privacy and dignity respected. There was a caring ethos at the service, and staff and leaders spoke about people with warmth and care.

People were able to easily share their feedback with the service, and action was taken in response. Where things went wrong, leaders took responsive action to rectify and learn from mistakes. Despite staffing challenges, the provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager promoted a supportive culture at the service through consistent leadership and dedication. They held staff wellbeing in high regard and had worked to build a competent and skilled team. Systems and processes enabled the registered manager to have sufficient oversight of the service despite its large size.

People's experience of this service

People and their relatives told us they felt safe and found staff to be well trained and reliable. We sought feedback from people using the service and their relatives. People told us staff knew them well, and that they were reliable. People said their homes were treated with respect and staff left things tidy and neat in line with their preferences. One relative told us, “They treat [family member] with respect and I would say she has the highest quality care”. A person using the service also told us, “They are kind to me and treat me in a respectful way just by the way they are”.

Where people were receiving care as part of the reablement service offered, this had positive outcomes for people. One person told us how they have regained many skills through the support of the staff team and the encouragement they have been provided with. This had resulted in their care visits being reduced as their independence returned. They said “The carers really encourage me” when describing their progress.