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Archived: Jark (Norwich) Ltd

Overall: Requires improvement read more about inspection ratings

3A St Stephens Street, Norwich, Norfolk, NR1 3QL (01603) 764030

Provided and run by:
Jark (Norwich) Limited

All Inspections

15 May 2018

During a routine inspection

This inspection of Jark (Norwich) Ltd took place between 15 May 2018 and 20 August 2018. Our visit to their office was announced to make sure staff were available. This was the first inspection for this agency.

Jark (Norwich) Ltd is a domiciliary care agency that provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of our visit 50 people were using the service. Since our visit the provider has submitted an application to cancel the registration of this agency.

Not everyone using Jark (Norwich) receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager at this agency who was supported by an office manager and other senior staff. 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.

The provider’s monitoring process did not look at the systems relating to the care of people, identify issues or take action to resolve these. People’s views were sought but no action was put into place to improve issues that were raised.

Medicine administration records were not always completed correctly and medicines were not always administered as prescribed. People’s personal and health care needs were met but care records were not always in place or contain adequate information to guide staff in how to do this.

Staff knew how to respond to possible harm and how to reduce most risks to people. There were enough staff who had been recruited properly to make sure they were suitable to work with people. Staff used personal protective equipment to reduce the risk of cross infection to people.

Staff were caring, kind and treated people with respect, although the agency did not always respect people’s right to be cared for by staff of the gender of their choice. People were listened to but were not always asked about their care. People’s right to privacy was maintained by the actions and care given by staff members.

People were cared for by staff who had received the appropriate training and had the skills and support to carry out their roles. Staff members understood and complied with the principles of the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported support them in the least restrictive way possible; the policies and systems in the service supported this practice. People received support with meals, if this was needed.

There was enough information for staff to contact health care professionals if needed and staff followed the advice professionals gave them.

A complaints system was in place and there was information available so people knew who to speak with if they had concerns, although informal concerns were not recorded for analysis of trends or themes. Staff did not have adequate guidance or training to care for people at the end of their lives, if this became necessary.

Staff were supported by and supportive of the registered manager and office staff.

We found breaches of Regulations 12 and 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 in regard to medicines management and the governance of the agency. You can see what action we told the provider to take at the end of this report?

Further information is in the detailed findings below