Caremark Norwich

At the time of our inspection there were 49 people receiving support with personal care in their own homes. 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.

Right Support: 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. However, whilst people told us staff stayed for the agreed amount of time and supported them in the ways they needed, they told us they did not always know which staff member was supporting them or what time they were expected to arrive. People told us, and records showed, that staff did not consistently attend at the times agreed.

Right Care: Whilst people told us they received a service that was person-centred and met their needs, care records did not demonstrate this. We found that care records were not consistently accurate or complete and they could not be relied upon to evidence what care and support had been delivered. However, people told us they had confidence in the staff and that they were consistently kind, patient and encouraging. Staff were adept at maintaining people's dignity and promoting their independence.

Right Culture: The systems the provider had in place to assess, monitor, and mitigate the risks to the health, safety and welfare of people who used the service had failed. For example, there were two medicines administration systems in place and neither effectively ensured people received their medicines consistently safely or in line with best practice. This placed people at risk of harm. Additionally, staff had not received all the training the provider deemed mandatory, and improvements were needed in relation to staff recruitment records. Not all feedback received on the service had been acted upon in a prompt manner.

However, people felt able to raise concerns and told us they felt listened to and engaged. Staff felt

supported and valued. The culture was positive, and people spoke highly of the registered manager telling us they were involved, accessible and communicative. The registered manager responded proactively to the concerns identified at this inspection and acknowledged that due to prioritising care calls, governance had deteriorated and required improvement. They provided us with assurances in relation to how they would address this.