17 August 2016
During a routine inspection
Carewatch Norwich provides domiciliary care to around 76 people who live in their own homes in the Norwich area. There are other Carewatch branches in central Norfolk. However, these are separately registered. This inspection relates to the Norwich branch only.
There was a registered manager in place. A registered manager is a person who has registered with the CQC 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.
The service had a system in place to support people to take their medicines as the prescriber had intended. However this system was not always followed by care staff.
People were supported by staff that were knowledgeable in their roles and demonstrated the skills required. Staff had been safely recruited. There was a robust training system in place delivered by an experienced trainer. Staff had a thorough induction to the service and their role. Staff had been selected for their motivation to care for people. Staff were committed to provide a good service to people and felt supported to do this.
Staff demonstrated they understood how to prevent and protect people from the risk of abuse. Staff were mindful of this issue. The service had procedures in place to report any safeguarding concerns to the local authority. People and staff were protected from the potential risk of harm as the service had identified and assessed the risks people faced. People had assessments which were person centred.
People benefited from staff who felt valued by the service. Staff had confidence in the management team and the service they were providing. People told us they were treated in a respectful, compassionate and caring manner. People said they generally saw the same care staff at regular times, and did not have missed visits.
Staff demonstrated that they understood the importance of promoting people’s dignity, privacy and independence. They gave many examples of a caring and empathetic approach to the people they supported. Staff had received training in the Mental Capacity Act 2005 (MCA) and demonstrated they understood the importance of gaining people’s consent before assisting them.
Staff assisted people, where necessary, to access healthcare services. Staff had a good understanding of people’s healthcare needs. Staff demonstrated they had the knowledge to manage emergency situations, should they arise.
Staff supported people to avoid social isolation. People felt comfortable about contacting the service and raising any issues they may have had. There was a complaints process in place for people to follow if they wanted to make a complaint. Staff also felt comfortable in raising any concerns they had.
The manager demonstrated a commitment to the service and its future. Staff had confidence in the manager. The manager was accessible and the provider encouraged people to comment on the service they provided. The manager had a good knowledge of the people the service supported and their needs, despite also being a regional manager for the provider.