The Home Team, a domiciliary care agency in Norwich supporting 18 people, achieved a Good rating across all five key questions at its first CQC inspection in November 2022. The service demonstrated consistent, person-centred care delivery, strong staff development practices, and effective use of electronic monitoring systems, with only minor areas for improvement noted around formal medication auditing and use of standardised risk assessment tools.
Concerns (4)
minor
Medication management
: “Regular medicine audits were not carried out, however the provider had put in place an electronic system which monitored medication administration 'live'”
minorCare planning: “nationally recognised tools to assess risks in relation to skin integrity and malnutrition were not always used”
minorCommunication with families: “Some people and relatives told us changes to rotas were not always effectively communicated. However, none felt this significantly impacted the quality of the service.”
minorPerson-centred care: “People and relatives were not always clear on what formal processes were in place to review their individual care.”
Strengths
· People were supported by consistent, regular staff who arrived on time and stayed for the expected duration, with 90% of visits fulfilled on time in the last month.
· Strong focus on staff learning and development, including innovative methods such as a fictional character 'Ivy' and a mock living room for skills practice.
· Detailed, person-centred care plans containing people's life histories helped staff deliver individualised care.
· An electronic 'live' monitoring system provided real-time oversight of medication administration and daily notes.
· Staff and management were praised for kindness, approachability, and protecting people's dignity and independence.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, quality performance, risks and regulatory requirements; Duty of candourGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood