We carried out a review of the data available to us about NCC First Support - Western on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about NCC First Support - Western, you can give feedback on this service.
NCC First Support Western is a reablement service providing personal care to people living in their own homes for a maximum of six weeks. At the time of the inspection, the service was supporting approximately 80 people.
People’s experience of using this service and what we found
The monitoring of the quality of care in some areas had not been robust and the Care Quality Commission had not always been notified of incidents as is required by law. The provider was aware of these shortfalls and had taken steps to make the necessary improvements.
Risks to people’s safety had been assessed and managed well. Staff understood how to protect people from risks. They were kind and caring and treated people with dignity and respect.
People received care that met their individual goals to help them regain independence in their daily lives. The staff had received appropriate training and supervision to enable them to support people to achieve this.
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. People’s consent had been sought in line with the relevant legislation.
The service worked well with other health and social care professionals to help people gain independence and to support their health needs. Systems were in place to ensure people, where appropriate, were transferred to other services once they had completed their reablement with Norfolk First Support Western.
The provider had ensured there were enough staff employed to provide people with the support they required. Staff new to the service had been subject to several checks to make sure they were of good character and safe to work with people.
There was an open and person-centred culture where people and staff were treated as individuals. Staff were happy working for the service and felt valued, supported and listened to.
Rating at last inspection
The last rating for this service was Good (published November 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
The service is registered to provide personal care to people living in their own homes. At the time of the inspection there were 60 older people using the service. The service is for a period of up to six weeks and aimed at reabling people to become more independent.
There was a registered manager for this service, who was available every day. 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.
People felt safe using the service. Staff were trained in adult safeguarding procedures and could identify what to do if they considered someone was at risk of harm, or if they needed to report concerns.
There were systems in place to identify risks and protect people from harm. Risk assessments were in place and carried out by staff who were competent to do so. Risk assessments recorded what action staff should take if someone was at risk. Referrals were made to appropriate health care professionals where necessary, to minimise risk going forward.
There were sufficient staff to keep people safe and meet people’s needs, and the registered manager had followed safe recruitment procedures. Staff were competent with medicines management and could explain the processes they followed.
Policies and procedures were in place to guide staff in relation to the Mental Capacity Act 2005. The registered manager understood that there should be processes in place for ensuring decisions were made in people’s best interests.
Staff were caring, knew people well, and supported people in a dignified and respectful way. Staff acknowledged people’s privacy. People felt that staff were understanding of their needs and had positive working relationships with people.
The service provided individualised care according to each person’s needs and preferences. People and their relatives were involved in assessment and reviews of their needs. Staff had knowledge of changing needs and supported people to make positive changes to their care plans.
People and staff knew how to raise concerns and these were dealt with appropriately. The views of people, relatives, health and social care professionals were sought as part of the quality assurance process. Quality assurance systems were in place to regularly review the quality of the service that was provided.