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Hales Group Limited - Norwich Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 13 January 2021

About the service:

Hales Group Limited – Norwich is a domiciliary care agency. It provides personal care to adults living in their own homes, so they can live as independently as possible. At the time of this inspection 117 people were using the service.

People's experience of using this service:

The management and staff team worked to ensure people's care and support needs were met. However, feedback from people we spoke with confirmed improvements were still needed. People were happy with staff and the care received but were not happy with the inconsistent call times and not knowing who would attend the calls. People told us they would like to have regular times and staff.

People using the service and relatives confirmed they were happy with the care they received and talked about staff positively. They confirmed staff supported them in a kind and caring way.

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. Systems used to manage visit times did not always support people’s preferences.

The provider had quality monitoring processes to review the service. However, not all people’s support needs were managed appropriately around home visit times and communicating changes.

The registered manager demonstrated their commitment to learn lessons and improve the service where required. People and staff confirmed they were given opportunities to make suggestions and provide feedback about the service.

Rating at last inspection:

The last rating for this service was requires improvement (published 5 July 2019). The service remains rated requires improvement. This service has been rated requires improvement for the last two consecutive inspections.

Why we inspected:

We undertook a focused inspection to review the key questions of Safe and Well-Led only. We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

We found no evidence during this inspection that people were at risk of harm from these concerns. However, we have found evidence that the provider needs to make improvements. Please see the Safe and Well-Led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Hales Group Limited – Norwich on our website at

Follow up:

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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

Inspection areas


Requires improvement

Updated 13 January 2021

The service was not always safe

Details are in our safe findings below



Updated 13 January 2021



Updated 13 January 2021



Updated 13 January 2021


Requires improvement

Updated 13 January 2021

The service was not always well-led

Details are in our well-led findings below