Estuary House Ness M Care Services Norfolk

Some people were also supported with live-in care. This is where staff stay in the person's home for a large proportion of the day and were part of the person's household.

People and relatives told us staff knew how to safeguard and support people to keep them safe. There were enough staff who had been recruited safely and people were supported by a consistent staff team who they felt comfortable with. Staff adhered to good infection prevention and control practises. The service and the staff team took on board learning when things went wrong.

Risks to people were identified and managed well. Risks assessments were detailed including checks for equipment, food and fluids intake, people's home environment and people's skin integrity.

People's assessed needs were met by staff who had appropriate skills. People were supported to eat and drink enough healthy choices. People were supported to access healthcare support when needed. 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; the policies and systems in the service supported this practice.

People received care that was compassionate, respectful and promoted their independence.

People's individual needs were responded to in a person centred way. People's care plans contained person centred information which staff used to ensure people's preferences were respected. Complaints were responded to in line with the provider's procedures. People were supported with dignified end of life care when this was needed.

The registered manager led by example and was in the process of recruiting an additional manager to support them. Staff felt comfortable to report events or incidents when things went wrong. Oversight and quality assurance monitoring procedures were in the main effective.

The registered manager took onboard learning opportunities when needed and implemented actions when needed. People's, relatives' and staff's views were sought, and this enabled them to have a say in how the service was provided. The provider worked well with other organisations, to provide people with joined up care.