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Date of assessment 22 January 2024 to 26 March 2024. Total Care Norfolk is a domiciliary care service providing personal home care to people, including those who are living with dementia. We carried out this assessment following the receipt of information relating to staffing concerns at the service. The assessment was carried out remotely with telephone calls to people who used the service and staff during March 2024. The service, which supported 62 people at the time of our assessment, was rated good at our last inspection on 29 May 2021, which was carried out under our previous methodology. The overall rating for this service has now deteriorated to Requires Improvement. Although people’s experience of using the service was broadly positive, we have identified breaches of regulation relating to the recruitment and training of staff and overall governance. These poor practices placed people at risk of unsafe care and treatment. We have asked the provider for an action plan in response to the concerns found at this assessment.
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