8 March 2018
During a routine inspection
This was the first inspection for this service which was registered with the Care Quality Commission (CQC) on 9 January 2017.
Kare Plus Norwich is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection visit 29 people were using the service. The current areas covered include Norwich and East of Norwich. Referrals for the service come from private clients, hospital discharges, the local authority, and continuing health care.
The service had a registered manager in post. A registered manager is a person who has registered with 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.
There were systems in place designed to help protect people from abuse. Staff understood their responsibilities to report any suspicions that people were at risk of harm or abuse. The service had raised concerns appropriately with the local authority and taken their advice.
Risks to people’s health and safety were assessed and managed well. Staff understood how to minimise risks, including those relating to the spread of infection and when assisting people with their mobility. Information that guided staff to work safely with people was clear.
Staff were recruited safely and this contributed to protecting people from staff who were not suitable to work in care services. There were enough staff employed to meet people’s needs. A small staff team provided consistent care to people.
The provider carried out a detailed assessment of people’s needs and encouraged people to be involved in decisions about their care and support. Staff received the training and support they needed to carry out their roles. Staff supported people to manage their healthcare needs and access the care they needed.
People consented to their care and their choices were respected. Staff worked in accordance with the Mental Capacity Act 2005 (MCA). The MCA ensures that people’s capacity to consent to their care and treatment is assessed. If people do not have the capacity to consent for themselves the appropriate professionals, relatives or legal representatives should be involved to ensure that decisions are taken in people’s best interests according to a structured process.
Staff treated people with patience, warmth and kindness and relationships were good. Staff respected people’s privacy and maintained their dignity. People were encouraged to be as independent as possible.
People received flexible, person centred care which met their individual needs and preferences. Staff treated people as individuals and were committed to ensuring that people received their care in the way they chose.
A complaints procedure was in place. People knew how to make a complaint and felt comfortable raising issues with the service.
There was a system of audits in place, to monitor the quality of the service. People’s views were sought and acted upon. Staff felt supported and the provider promoted an open culture which welcomed constructive criticism. Feedback about this service from people, staff and professionals was highly positive.