Taylor Care Norfolk

Despite really positive feedback we found the planning of the service did not always take into account people's individual preferences. Some people told us there were lots of changes as to who delivered their care. Some people did not mind but others said they would prefer continuity to help them establish clear relationships and have carers who could anticipate their needs. We have made a recommendation about this.

Person centred care plans were in place and helped carers understand people's needs and what was important to them in terms of their support. We found risk assessments however did not always contain enough information and specific guidance around people's health care needs was not always in place. The provider agreed to address this and already had an action plan in place.

Electronic monitoring systems helped ensure calls were scheduled and delivered according to people's needs and carers recorded contemporaneously how people's needs had been met.

Medicines were administered by staff who received good training and had their competency assessed. Auditing processes were robust and had identified medicine recording errors. The service had completed an analysis of this and had a process in place to address this, and support staff to improve their practice.

Recruitment processes for new staff were adequate and staff were supported in their employment through induction and ongoing training. The service had a robust training programme.

Staff received supervision, appraisal and direct observations of practice but the latter had only recently been firmly established, and this would help to identify issues relating to staff performance.

Data was collated in relation to complaints/ compliments and there was a record of incidents and safeguarding concerns. Staff knew to report any concerns and changes to people's needs immediately.

People said the service was well delivered and said they were regularly asked for their feedback.

The service had quality assurance systems which were being further developed. A recent audit had been

completed and highlighted several issues which could be improved upon and actions plans had been developed. Monthly audits had not been clearly established but going forward these had been implemented.

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.