Archived: Interserve Healthcare - Norwich

Updated 13 December 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 23 November 2016. The provider was given 48 hours’ notice because the location provides a domiciliary care service and the registered manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in. The inspection was carried out by one inspector.

Before the inspection we looked at all of the information that we had about the service. This included information from notifications received by us. A notification is information about important events which the provider is required to send to us by law. We also looked at the provider information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and any improvements they plan to make.

During the inspection we visited the service’s office, spoke with three people and three relatives. We also spoke with the registered manager, operational manager, service manager, two office based staff and six care staff. We also spoke with a care manager from the local authority and a manager from continuing healthcare. We received comments from a children’s care commissioner and a care case manager. We looked at four people’s care records and records in relation to the management of the service and the management of staff.

Updated 13 December 2016

Interserve Healthcare - Norwich is registered to provide personal care to people who live in their own homes. There were 12 people receiving personal care from the service when we visited. The inspection took place on 23 November 2016 and we gave the provider 48-hours’ notice before we visited. This was to ensure that someone was In..

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

Members of staff were knowledgeable about reporting any incidents of harm. There was a sufficient number of staff to provide care safely and recruitment procedures ensured that only suitable staff were employed. Risk assessments were in place and actions were taken to reduce identified risks. Arrangements were in place to ensure that people were supported and protected with the safe management of medicines.

Staff were supported and trained to do their job and additional training was provided for specific care needs to be fully met. Staff received training on the Mental Capacity Act 2005. This legislation sets out how to proceed when people do not have capacity and what guidelines must be followed to ensure that people’s rights are legally protected.

The staff were in contact with a range of health care professionals to ensure that care and support was well coordinated. People told us that their privacy and dignity was respected and their care and support was provided in a caring and a patient way.

A complaints procedure was in place and complaints had been responded to. People were able to raise concerns with the staff at any time.

The provider had quality assurance processes and procedures in place to monitor the quality and safety of people’s care. People and their relatives were able to make suggestions in relation to the support and care provided.