We carried out a review of the data available to us about Estuary House Ness M Care Services Norfolk on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Estuary House Ness M Care Services Norfolk, you can give feedback on this service.
Ness M Care Services is a domiciliary care service registered to provide personal, and/or nursing, care to people living in their own homes. The service was providing a range of support including to older people, people with mental health needs and people living with dementia. At the time of the inspection 52 people were using the service, 51 of whom received personal care.
Some people were also supported with live-in care. This is where staff stay in the person’s home for a large proportion of the day and were part of the person’s household.
People’s experience of using this service and what we found
Trained staff administered people’s medicines and these staff had been deemed competent. However, people had not always received their medicines as prescribed. Staff were not always open when mistakes were made.
People and relatives told us staff knew how to safeguard and support people to keep them safe. There were enough staff who had been recruited safely and people were supported by a consistent staff team who they felt comfortable with. Staff adhered to good infection prevention and control practises. The service and the staff team took on board learning when things went wrong.
Risks to people were identified and managed well. Risks assessments were detailed including checks for equipment, food and fluids intake, people’s home environment and people’s skin integrity.
People's assessed needs were met by staff who had appropriate skills. People were supported to eat and drink enough healthy choices. People were supported to access healthcare support when needed. 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 received care that was compassionate, respectful and promoted their independence.
People's individual needs were responded to in a person centred way. People's care plans contained person centred information which staff used to ensure people's preferences were respected. Complaints were responded to in line with the provider's procedures. People were supported with dignified end of life care when this was needed.
The registered manager led by example and was in the process of recruiting an additional manager to support them. Staff felt comfortable to report events or incidents when things went wrong. Oversight and quality assurance monitoring procedures were in the main effective.
The registered manager took onboard learning opportunities when needed and implemented actions when needed. People's, relatives' and staff's views were sought, and this enabled them to have a say in how the service was provided. The provider worked well with other organisations, to provide people with joined up care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating
This service was registered with us on 13 June 2022 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about staffing, missed or late care call visits and management of the service. A decision was made for us to inspect and examine those risks. We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe and well-led sections of this full report.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.