NCC First Support - Norwich

NCC First Support -Norwich is a domiciliary care service providing personal care and support to people in their own homes. Not everyone who used the service received personal care. 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.

At the time of inspection there were 69 people who used the service who received personal care. NCC First Support -Norwich provides a short term reablement service to people following a hospital stay, change in need or circumstances such as an illness or injury. People usually receive support for up to six weeks to help them become more independent. If further care and support is needed this transfers over to another care agency.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.

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

Feedback about NCC First Support -Norwich from people and relatives was complimentary and they praised the service. One person told us, “I was very happy with the respect shown to me and my home. The staff all had a lovely manner, they seemed well trained, knew what they were doing, I would recommend them.”

The management and staff worked in partnership with people, relatives and other professionals to achieve person-centred care and good outcomes for people.

Risks to people had been assessed and were managed safely. People were supported by a staff team who were safely recruited and knew how to protect them from potential harm.

Staff felt supported and recognised in their role by the management team and there were enough staff to meet people’s needs.

People received their medicines as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.

People's care records were re-assessed regularly and guided staff on how to assist people safely and promote their independence.

People's choices and preferences regarding their care and support were reflected in their records. Staff understood equality and diversity and ensured people's privacy and dignity was respected.

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 and relatives felt able to raise any issues with the staff and management team and were confident these would be addressed.

Systems to monitor the quality and safety of the service were in place.

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

Rating at last inspection

The service was registered with us on 13 September 2019 and this is the first inspection.

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.