Clarity Homecare (Norwich)

Updated 19 September 2019

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.

Inspection team

One inspector carried out this announced inspection.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period notice of the inspection because, prior to visiting the service, we wanted to speak with staff and people who use the service.

Inspection activity started on 15 August 2019 and ended on 22 August 2019. We spoke on the telephone with two people who use the service and two other people’s relatives, and a staff member on 15 August 2019. We visited the office location on 19 August 2019 and spoke to three staff members. We received feedback via email and telephone from external professionals during the inspection period.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service and two relatives about their experience of the care provided. We spoke with four staff members including the registered manager, the care manager, a care co-ordinator and a care worker. We also spoke with, and received information from, five external professionals. These included a commissioner from the local Clinical Commissioning Group (CCG), a local authority quality assurance manager, an apprentice development manager, the secretary for a local charity, and officer from a local organisation who provides advice and support to people working in social care.

We sampled a range of records. This included two people’s care records and two staff files in relation to staff recruitment, training, and supervision. We also looked at a variety of records relating to the management of the service, including audits, investigations and meeting minutes.

After the inspection

The registered manager sent us additional information regarding medicines administration.

Updated 19 September 2019

Clarity Homecare (Norwich) is a domiciliary care agency. It provides personal care to adults living in their own homes in Norwich and the surrounding areas. 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 this inspection, seven people received the regulated activity, personal care.

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

The registered manager and staff were very caring and provided people’s care in a very person-centred way. Staff were skilled at helping people to express their views and people were consulted about all aspects of their care and support.

People’s care plans were detailed and provided staff with comprehensive guidance on how to meet people's needs. Staff supported people with ‘make a difference days’. These were additional care calls where staff supported people to do or achieve things they wouldn’t otherwise be able to. For example, a meal with their family, or a specific activity.

Staff were friendly, caring and thoughtful, which reflected the provider’s values of person-centred care. Staff treated people with the utmost respect and had embedded privacy and dignity into their working practice. There was a strong recognition that people were individuals. Staff spoke passionately about providing people with excellent, person-centred care.

People felt safe receiving the service and were protected from avoidable harm by a staff team trained and confident to recognise and report any concerns. People received their medicines at the right times. Staff had the time to ensure people’s needs were met safely, and in a way that suited them. People received care from a small team of staff who were well trained and very well supported. Staff worked well together and with external care professionals to ensure people received the care and support they needed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People were involved in making decisions about their care and support. Where people needed additional support to make decisions, staff referred people to external advocates.

Systems were in place to deal with any concerns or complaints. The registered manager told us they tried to address any concerns at an early stage, thereby resolving issues before they became complaints.

The provider and registered manager were experienced leaders who were committed to involving people, relatives, staff and other stakeholders in the development of the service. Audits and quality monitoring checks helped drive forward improvements in the service. We received positive feedback about the way the service was managed. Everyone said the registered manager and staff were approachable and accessible.

The service had developed links with the local community and looked for ways to contribute to the local community. The registered manager looked for ways to continuously improve and develop the service. Staff were proud to work for the service and worked in partnership with external professionals.

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

Rating at last inspection

This is the first inspection of this service since the provider registered with the CQC on 16 August 2018.

Why we inspected

This was a planned inspection based on the date of the provider’s registration with the CQC.

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.