Helping Hands North Norfolk

People were protected from abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm. We found initial care plans and risks assessments were thorough. People received their medicines according to prescriber's instructions. Recruitment practice ensured staff were of appropriate character to provide a professional and caring service. There was enough staff to provide the care, however some people told us there was inconsistency of staff visiting which impacted on the effectiveness and value of the relationships. The service had recently recruited additional staff to address this issue.

Staff received sufficient training and most people said staff were skilled in providing their care. We received mixed feedback regarding staff's ability to care effectively for people living with dementia. Staff monitored people's health and helped them access health and social care services whenever 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 told us the staff were kind, considerate and helpful. People felt staff promoted their dignity and maximised their independence. People were involved in their care planning and were always consulted prior to care-giving.

The care provided was personalised to meet individual needs and preferences. The service was usually able to respond quickly to changes but was not always good at reviewing care plans holistically. The service was quick to respond to complaints or concerns raised, took steps to disseminate lessons learnt and reflect on

best practice.