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Date of assessment: 08 January to 20 January 2026. CNS Norfolk is a care at home service providing support to older people, younger adults, people living with dementia, a mental health condition, a sensory impairment and/or a physical disability.There was 1 person receiving the regulated activity of personal care at the time of the inspection. However, feedback was also sought from the representative of a second person who had stopped using the service shortly before the inspection. The inspection was carried out due to emerging risk. The provider demonstrated they delivered a service that was kind, professional and responsive and that they met their own values and philosophy of care. People received care that was respectful, person-centred and flexible to meet their needs. The culture was open and supportive, and the provider demonstrated they were committed to developing the service and ensuring people received the best care possible. When things went wrong, the provider learnt from these incidents and used them to improve. Risks were identified, mitigated and managed. Where people had raised concerns or complaints, we saw these had been thoroughly investigated and responded to with appropriate actions taken. People received their medicines as prescribed and where a medication error had occurred, we saw that the provider had taken appropriate action in response and to prevent future reoccurrence. We found there to be an emphasis on continual learning to improve the service people received. Staff told us they were happy working for the service and that they felt valued and supported. They told us they felt cared for by the provider who they found supportive, accessible and knowledgeable. One staff member summed up all the feedback we received from staff by telling us, “Overall, the service is always trying to improve day by day. Staff are supported and there is a clear focus on providing safe, respectful, and supportive care to the service users.”
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