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Fuchsia Homecare Norwich

Overall: Good read more about inspection ratings

Unit 5, Beech Avenue Business Park, Taverham, Norwich, NR8 6HW (01603) 542949

Provided and run by:
Dream Care Norwich Ltd

Latest inspection summary

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Background to this inspection

Updated 31 January 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The performance review and assessment was carried out by one inspector. Two Expert by Experiences telephoned people who used the service, and their relatives, to seek feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

Prior to our performance review and assessment, a person had applied to be registered as manager. During this performance review and assessment, the application was processed and concluded resulting in the person being registered as the manager.

Notice of inspection

We gave the service 48 hours’ notice of the performance review and assessment. This was because it is a small service and we needed to be sure that the provider or registered manager would be available to support the process.

Inspection activity started on 05 January 2023 and ended on 18 January 2023.

What we did before the inspection

We reviewed information we had received about the service since its registration. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as telephone calls, emails and the ‘Give feedback on care’ facility on our website to enable us to engage with people using the service, their relatives and staff, and electronic file sharing to enable us to review documentation. The performance review and assessment commenced on 05 January 2023 with feedback being provided to the registered manager on 18 January 2023.

During the performance review and assessment, we spoke with 5 people who used the service and 10 relatives; a further 2 relatives provided written feedback. We spoke with the registered manager and received feedback from 6 care staff including care support workers and office-based staff.

We assessed the care and medication records for 3 people who used the service. Several governance records were also assessed including the staff recruitment files for 2 staff members, training, induction and competency assessment records for staff, policies and procedures, quality assurance records, accident and incident records and information relating to safeguarding.

Overall inspection

Good

Updated 31 January 2023

About the service

Fuchsia Homecare Norwich is a domiciliary care service providing care and support to people living in their own homes. The service provides support to younger and older adults some of whom may be living with dementia, a physical disability or a sensory impairment. At the time of our inspection there were 18 people using the service.

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

People told us the service provided a consistently good quality service that met their individual needs that resulted in positive outcomes for them. They told us the staff who supported them were kind, caring and compassionate and that they felt respected and listened to. People saw the same dedicated staff group meaning they had continuity of care and were able to develop trusting and meaningful relationships with the staff that supported them. People spoke of staff who provided support in a cheerful, respectful manner that included humour but also professionalism.

The registered manager demonstrated a good knowledge of regulations and understood their role and responsibilities well. They nurtured a culture that was positive, reflective, kind and supportive that benefitted those people that used the service. Staff had been robustly recruited and were well supported to achieve their potential and ensure their skills and abilities were improved and regularly assessed. They were encouraged to participate in the improvement of the service as were those people who used the service, and their relatives.

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. Person-centred care that maintained people’s dignity, offered choice and encouraged independence was delivered.

An effective system of governance processes had ensured people received a consistently good quality service. These included auditing different aspects of the service, seeking regular feedback from people, using reflective practice to analyse incidents and ensuring staff felt supported and able to perform their roles.

All the people we spoke with told us they would recommend the service, that it consistently performed well and that there was little they felt needed improving. They cited compassionate and respectful staff as a strength and told us how positive the support made them feel; one person described the care as, ‘amazing’.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 17 June 2019 and this is the first performance review and assessment.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.