Taylor Care Norfolk is rated Good overall, providing reliable, respectful and well-managed domiciliary care to 72 people, with strong medicines management, training and stakeholder feedback. The Requires Improvement rating for Responsive reflects inconsistent carer continuity — one person reported 17 different carers in three months — and insufficiently robust risk assessments that lacked cross-referencing and comprehensive hazard documentation.
Concerns (4)
moderatePerson-centred care: “One person said, 'I have used the service for three months and yes lots of changes (17 carers)- so far old and new.'”
moderateCare planning: “risk assessments were not always sufficiently robust because they did not document all actions considered to reduce the risk and they were not cross referenced with other documentation.”
minorCommunication with families: “people spoken with were not aware of the outcome of the survey results. Newsletters were circulated to staff but not to people using the service.”
minorGovernance: “Monthly audits had not been clearly established but going forward these had been implemented.”
Strengths
· Medicines administered safely with robust auditing processes identifying and addressing recording errors
· Staff received thorough induction, training including care certificate, dementia and palliative care courses
· Regular supervision, appraisals, spot checks and team meetings supported staff development
· Electronic monitoring system enabled real-time oversight of care delivery and scheduling
· Complaints handled promptly within agreed timescales with clear actions and outcomes recorded
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
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 careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
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 preferencesRequires improvement
responsive: Meeting people's communication needsRequires improvement
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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, continuous learning and improving careGood