Total Care Norfolk

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People mostly told us they were consulted about their care and understood their rights. They were happy with the inclusive approach of the provider.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us staff provided care and support which protected their rights. People’s care plans contained current information about their wishes in relation to how their social,cultural and spiritual needs should be met. People were mostly happy with the care provided and told us they had the opportunity to feedback about any issues should this be required.

People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. Staff were aware of the need to ensure fair and equal treatment to all.

Training records showed staff received equality and diversity training as part of their induction. This was designed to help them make sure people were not subjected to discriminatory behaviours and practices. One person's care plan failed to ensure there was enough detail to guide staff and fully protect the person. Processes had not given enough consideration to this issue which related to someone vulnerable to potentially experiencing inequality. Where staff's spoken levels of English was not of a high standard, the provider had not considered how this might impact on people living with dementia or those with a level of hearing loss for example.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.