You are here

Home Support Matters Beccles Good

Inspection Summary

Overall summary & rating


Updated 28 March 2020

About the service

Home Support Matters Beccles is a domiciliary care agency. It provides care to people living in their own houses and flats across Norfolk and Suffolk. The service supports younger adults, older people, people living with dementia and people with physical disabilities living in their own homes. The provider had developed a service in conjunction with the health and social care commissions. This offered support to emergency calls or to provide an interim support to prevent a person having to go to hospital. At the time of this inspection 185 people were using the service.

People’s experience of using this service and what we found

People were protected from the risk of harm or possible infections. Current guidance was followed, and new measures implemented to protect people from any possible risk to staff or people. Risk to the home environments or tasks being performed were also assessed and measures put in place to reduce the risk or provide staff with agreed practices.

When people required medicine support, this was provided by staff who had received the required training and competency checks. Medicine records were checked to ensure they met current best practice.

Staff had received the required knowledge and training for their roles, this included when specialist training was required on a bespoke basis. Any new staff had a planned induction, which included training and support from experienced staff. Best practice guidance was embedded into the training and care planning.

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. Staff knew the importance of asking for consent and promoted this.

People had detailed care plans which reflected their individual needs. Health care was promoted to ensure people received the best care at the right time. Staff worked with professionals to include any specific needs into the planned care. Some people had support with their meals. Any preferences or dietary requirements were detailed and shared with staff to ensure people received enough food and drink for their needs.

There was a complaints policy included in the service user guide placed within each home. We saw any concerns raised had been addressed and responded to formally. There was no one who was receiving end of life care, however staff had received training in this area and were able to provide this service when required.

Staff had established positive relationships with people, and this had resulted in kind and considerate care being delivered. Consideration was made to preferences of gender to maintain people’s dignity. Choices about care and daily routines were respected.

The provider and registered manager completed a range of quality checks on the service provided. This included reviews on the service, records and the data in relation to the calls people received. Any areas identified from these reviews were addressed and changes recorded and shared with staff. People’s views were sought, and any aspects used to drive improvements. There were clear partnerships which had been developed with professionals and community organisations. The registered manager was open and ensured we received any notifications in relation to events or incidents.

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

Rating at last inspection

The service was registered with us in January 2019 and this is the first inspection

Why we inspected

This was a planned inspection based on the date the service was registered with us.

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.

Inspection areas



Updated 28 March 2020

The service was safe.

Details are in our safe findings below.



Updated 28 March 2020

The service was effective.

Details are in our effective findings below



Updated 28 March 2020

The service was caring.

Details are in our caring findings below.



Updated 28 March 2020

The service was responsive.

Details are in our responsive findings below.



Updated 28 March 2020

The service was well-led.

Details are in our well-Led findings below.