Norwyn Community Services

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.

Staff knew how keep people safe from abuse. Staff reported accidents and incidents to ensure they were investigated and action was taken as needed. There were care plans and risk assessments in place and staff had a good understanding of the risks to people. Infection prevention and control measures were in place to prevent infections or the risk of COVID-19 spreading through the service. People received their medicines as prescribed.

There were enough suitably trained and recruited staff to support people safely. Staff were not rushed and had time to spend talking to people.

Staff sought people's consent before they provided them with care. 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.

Staff were kind and caring. Care was person centred and people told us they were involved in planning their own care. People's equality needs such as religious or cultural needs were met where this support was needed. Where people were at the end of their life the service worked in partnership with the hospice to ensure people's needs were met and their wishes were respected.

Staff were positive about the service and said they felt well supported and communication was good. Staff

were supervised appropriately. Checks of the service quality were undertaken and issues were acted upon where identified. The registered manager understood their legal responsibility to report significant events to CQC. There were systems in place to enable people to feedback about the quality of their care, which all had said was positive.