Archived: Norfolk Swift Response

Updated 30 March 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 14 December 2016 and was announced. We gave the service 48 hours’ notice of the inspection because it is small and the manager may have been out of the office supporting staff or providing care. We needed to be sure that they would be in. This inspection was undertaken by one inspector.

Before the inspection, the provider completed a Provider Information Return. This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We reviewed this and other information available to us about the service, such as the notifications they sent us. A notification is information about important events, which the provider is required to send us by law.

We spoke with four people using the service. We also spoke with the registered manager and four staff members.

We looked at the care records for seven people, and at the medicine management process. We also looked at three staff records, records maintained by the service about staff training and monitoring the safety and quality of the service.

Updated 30 March 2017

This inspection took place on 14 December 2016 and was announced. NCC First Support - Eastern is a domiciliary care agency providing a personal care to people living in their own homes for a period of up to six weeks. On the day of our visit 37 people were using the service.

The agency has had the current registered manager in post since September 2014. 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.

Staff were aware of safeguarding people from the risk of abuse and they knew how to report concerns to the relevant agencies. They assessed individual risks to people and took action to reduce or remove them. There was adequate servicing and maintenance checks to equipment to ensure people’s safety.

People felt safe receiving care and staff supported them in a way that they preferred. There were enough staff available to meet people’s needs, which allowed staff to spend additional time with people if needed. Recruitment checks for new staff members had been made before they started work to make sure they were safe to work within care.

People received their medicines when they needed them, and staff members who administered medicines had been trained to do this safely. Staff members received other training, which provided them with the skills and knowledge to carry out their roles. Staff received adequate support from the registered manager and senior staff, which they found helpful.

The CQC is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and to report on what we find. The agency was meeting the requirements of the MCA. Where staff were concerned someone lacked capacity to make their own decisions, they acted appropriately to help the person make their own decisions.

Staff supported people so that they received enough food and drink to meet their needs. Information was available for staff members about health professionals involved in people’s care and staff worked with them to make sure people received the care they needed.

Staff were caring, kind, respectful and courteous. Staff members knew people well, what they liked and how they wanted to be treated. They responded to people’s needs well and support was always available. Care plans contained enough information to support individual people with their needs. People were happy using the service and staff supported them to be as independent as possible.

A complaints procedure was available and people knew how to and who to go to, to make a complaint. The registered manager was supportive and approachable, and people or other staff members could speak with them at any time.

Good leadership was in place and the registered manager and provider monitored care and other records to assess the risks to people. This ensured that these were reduced as much as possible and improved the quality of the care provided.