The Care Quality Commission
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Total Care Norfolk

Overall: Requires improvement read more about inspection ratings

20 High Street, Downham Market, Norfolk, PE38 9DB (01366) 858070

Provided and run by:
Total Care Norfolk Limited

Important: This service was previously registered at a different address - see old profile

All Inspections

During an assessment under our new approach

Date of assessment 22 January 2024 to 26 March 2024. Total Care Norfolk is a domiciliary care service providing personal home care to people, including those who are living with dementia. We carried out this assessment following the receipt of information relating to staffing concerns at the service. The assessment was carried out remotely with telephone calls to people who used the service and staff during March 2024. The service, which supported 62 people at the time of our assessment, was rated good at our last inspection on 29 May 2021, which was carried out under our previous methodology. The overall rating for this service has now deteriorated to Requires Improvement. Although people’s experience of using the service was broadly positive, we have identified breaches of regulation relating to the recruitment and training of staff and overall governance. These poor practices placed people at risk of unsafe care and treatment. We have asked the provider for an action plan in response to the concerns found at this assessment.

29 April 2021

During a routine inspection

About the service

Total Care Norfolk is a domiciliary care agency. It provides personal care to 15 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.

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

People were supported in a manner of their choosing and at a time that they requested.

Staff showed a good awareness of people’s needs and offered support for them to maintain their spiritual needs and activities that were important to the people.

The registered manager demonstrated a strong understanding of people’s support needs and gave clear leadership to their team, the service has improved and is now compliant with the regulations.

Additional internal audits monitored the safety and well-being of those supported.

Staff felt clear in their job roles and had the necessary skills and training to support people safely.

Medicines were administered in a safe manner.

People were assessed and care plans developed prior to support being offered. The support provided was regularly reviewed as individuals needs changed.

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

Rating at last inspection and update

The last rating for this service at the previous premises was inadequate (published 21 January 2020), following a focussed inspection. At the previous inspection the service was found to be in breach of regulation 12, due to unsafe medicines management, regulation 19 had failed to operate an effective recruitment procedure, regulation 18 the provider failed to ensure that there were

sufficient numbers of suitably competent,

skilled and experienced staff,regulation 17 had failed to operate effective systems to assess, monitor and improve the quality and safety of the service. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Exiting special measures

This service has been in Special Measures since 21 January 2020. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service in no longer in Special Measures.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.

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.