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NCC Swift Response

Overall: Good read more about inspection ratings

County Hall, Martineau Lane, Norwich, Norfolk, NR1 2SQ 0344 800 8020

Provided and run by:
Norfolk County Council

Latest inspection summary

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Background to this inspection

Updated 4 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The visit to the service’s registered office was carried out by one inspector. A further two inspectors carried out telephone calls to people who used the service to gain feedback.

Service and service type

This service is a domiciliary care agency that provides support if a person has an urgent, unplanned need but does not need the emergency services. It provides personal care to people living in their own houses, flats and specialist housing and they may only use the service once, in an emergency.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service notice of the inspection. This was because the service provides a distinct and individual service that, to effectively inspect, we needed to gain some information prior to the site visit. We also needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 6 January 2020 and ended on 21 January 2020. We visited the office location on 16 January 2020.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with seven people who used the service and three relatives about their experience of the care provided. Each service user had used the service in the 24-hour period of our site visit. We spoke with eight members of staff including the registered manager, service manager, care coordinators and support workers.

We reviewed a range of records. This included the referral forms for 10 people who had requested the service since midnight on the day of our site visit. We also looked at several summary sheets, which records what actions staff took during visits to service users, for people who had used the service in the previous few months. We looked at two staff files in relation to recruitment, staff supervision and appraisals. A variety of records relating to the management of the service, including procedures and audits were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Overall inspection


Updated 4 February 2020

About the service

NCC Swift Response is a domiciliary care agency providing personal care to people aged 18 and over who live in the community and require physical or practical support with daily living tasks. The service provides a response to urgent or unplanned needs. This may be for one off intervention or could provide short term support until a resolution can be found to meet that person’s needs.

During this inspection, we looked at the people who used the service in the 24-hour period of our site visit. All required one off interventions with none requiring more that one visit. Not everyone who used the service in this period 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 and what we found

Since our last inspection the provider had improved the governance systems with further developments planned. However, they had failed to notify CQC of several safeguarding incidents that they had been required to do so by law. Furthermore, the registered manager was not fully aware of all the events they had a responsibility to report to CQC. This meant regulatory requirements were not fully met.

People benefitted from receiving a service delivered by dedicated, professional and skilled staff who were committed to providing the best service they could. They demonstrated knowledge and passion and were supportive of each other and the service. There was an open, accommodating culture that strived to improve the service people received. Staff received regular support, training and opportunities to attend meetings which aided their development, knowledge and confidence.

Staff had been safely recruited and there were enough to meet people’s needs in a person-centred manner. There were no time limits placed on how long staff could stay with people when providing them with support and this ensured people received an unhurried, dedicated service that met their urgent, unplanned and immediate needs. Staff assisted people with personal care, after a fall, medicines administration and meeting nutritional needs as required. This included when people were at the end of their lives.

Relevant information was taken at the point of referral and risks assessed as much as possible. However, staff were responsible for continuing to risk assess when making a visit and they demonstrated they were adept at doing so. Staff had received training in safeguarding people and were knowledgeable in this area. Any concerns had been referred to the local authority as required. Accidents and incidents were recorded and analysed for trends to help prevent reoccurrence. Staff had received training in medicines administration and although training in infection prevention and control had expired for most staff, our evidence showed good practice was adopted.

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 who used the service told us staff were considerate, kind and patient and were complimentary about the service they provided. They told us they felt safe with staff and that they were appreciative of the service at a time when they needed help urgently. People told us staff maintained their dignity and made them feel comfortable, respected and listened to.

Although no one we spoke with had the need to raise any concerns, they knew how to should the need arise. The provider had a complaints policy in place and the registered manager put emphasis on using complaints as opportunities for learning and improving the service. Audits were in place to ensure the quality of the service and strong partnership working was in place to ensure people received continuity in their care.

The service had received many compliments and the people we spoke with who used the service agreed the quality of the service was very good. One service user’s relative said, “It’s an extremely good service” whilst another told us, “[NCC Swift Response] is an amazing service.”

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

Rating at last inspection

The last rating for this service was requires improvement (published 18 January 2019). Since this rating was awarded the provider has altered its legal entity. We have used the previous rating at this inspection.

Why we inspected

This was a planned inspection based on when the service registered with the CQC.

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.