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This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 15 May 2019

About the service:

• Home Instead Senior Care is a domiciliary care service based in Norwich, providing care in Norwich and the surrounding areas, primarily to older people.

• At the time of the inspection, the service was providing personal care to 56 people living in their own homes and there were 61 staff.

People’s experience of using this service:

• People were protected from abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm.

• Individual risks to people were assessed and managed to keep people safe.

• Medicines systems were organised and people were receiving their medicines when they should.

• The service was very person centred and assessed people's needs and individual preferences.

• The service was very reliable and developed caring relationships with people using the service.

• The service operates a minimum one-hour care call length, 14 days’ notice to cancel calls and standardised call times which they believed contribute to greater staff retention and thereby improved relationships and care giving to people using the service; however, some people told us this reduced flexibility in the service provided.

• Staff told us that the training they attended was good and gave them the skills and knowledge they needed to support people.

• Health care professionals such as district nurses, the GP and occupational therapists had been involved in people's care.

• People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

• The service was going through a positive management restructure and was well led and managed.

• People and staff were overall positive about the management of the service changes, although people receiving care needed more information on the new management team.

• The views of people and staff were actively sought by managers to develop and improve the service for the future.

• The service was committed to empowering the local community to grow old well and had links with the local community to enhance the lives of people using the service.

Rating at last inspection:

• At our last inspection, published in July 2016, the service was rated “Good”.

Why we inspected:

• This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received, based on their rating at the last inspection.

Follow up:

• We will continue to monitor the service to ensure that people received safe, compassionate, high quality care. Further inspections will be planned for future dates.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 15 May 2019

The service was safe.

Details are in our Safe findings below.



Updated 15 May 2019

The service was effective.

Details are in our Effective findings below.



Updated 15 May 2019

The service was caring.

Details are in our Caring findings below.



Updated 15 May 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 15 May 2019

The service was well-led.

Details are in our Well-Led findings below.