# Norwich Supported Living

*Operated by Independence Matters C.I.C..*

Norwich Supported Living is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 14/03/2019

## Practical info

- Postcode: NR7 8ET
- Registered manager: Abel, Jane
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 14/Mar/2019 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Incident monitoring identified recurring trends and actions were taken to reduce recurrence.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints procedure was accessible in alternative formats; no complaints received in the previous twelve months.
  - Published: 2020-01-29
- Finding
  - Evidence: People were actively involved in reviewing their care plans and had access to tenant meetings and satisfaction surveys.
  - Published: 2020-01-29
- Finding
  - Evidence: Quality assurance processes included regular audits of care, staffing, records, medicines, and financial records.
  - Published: 2020-01-29
- Finding
  - Evidence: Strong partnerships with local authority care managers and health professionals, with positive feedback on communication and responsiveness.
  - Published: 2020-01-29
- Finding
  - Evidence: People's privacy, dignity, and independence were respected, with care delivered in a kind, patient, and person-centred manner.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision, annual appraisals, and were supported to gain qualifications such as the Diploma in Health and Social Care.
  - Published: 2020-01-29
- Finding
  - Evidence: Sufficient staffing levels were maintained, with bank and agency staff used to cover vacancies or sickness.
  - Published: 2020-01-29
- Finding
  - Evidence: Medicine administration records were accurately maintained, with regular audits and annual competency checks for staff.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were knowledgeable about safeguarding responsibilities and whistleblowing procedures, with annual refresher training in place.
  - Published: 2020-01-29
- **care_planning** _(minor)_
  - Evidence: in the care plans we saw it was noted that more detail was needed in the review section of the care plan to show what changes had taken place.
  - Published: 2020-01-29
- Finding
  - Evidence: Effective end-of-life support including personalised planning in partnership with healthcare professionals.
  - Published: 2019-03-14
- Finding
  - Evidence: Open and supportive management culture with clear performance management and opportunities for staff progression into leadership roles.
  - Published: 2019-03-14
- Finding
  - Evidence: Community engagement enabling people to develop friendships, pursue voluntary work, and access learning and employment pathways.
  - Published: 2019-03-14
- Finding
  - Evidence: Robust governance including cross-house auditing, staff advisory board, tenant meetings, and learning from incidents and complaints.
  - Published: 2019-03-14
- Finding
  - Evidence: Effective Mental Capacity Act compliance with individual capacity assessments and best interests decision-making processes.
  - Published: 2019-03-14
- Finding
  - Evidence: Comprehensive staff induction including Care Certificate and experiential 'Little things that matter' training.
  - Published: 2019-03-14
- Finding
  - Evidence: Strong medicines management systems with safe protocols for receipt, storage, administration and disposal, and personalised PRN protocols.
  - Published: 2019-03-14
- Finding
  - Evidence: Person-centred care with individualised support plans, tailored communication methods, and one-to-one time for people to pursue hobbies and interests.
  - Published: 2019-03-14
- **end_of_life_care** _(minor)_
  - Evidence: The managers told us, and staff confirmed that they plan to put in place more end of life training for staff to increase their confidence and skills in this area.
  - Published: 2019-03-14
- **medication_management** _(moderate)_
  - Evidence: Following a period of several medicine errors, procedures had been recently reviewed to introduce more robust auditing procedures to ensure people received their medicines as prescribed.
  - Published: 2019-03-14

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1047798828

HomeCare Compass is an independent guide and is not affiliated with the CQC.