# Floating Support City

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

Floating Support City is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 12/12/2019

## Practical info

- Postcode: NR3 3BP
- Registered manager: Levitt, Eve
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 12/Dec/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2019-12-12
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2019-12-12
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2019-12-12

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2019-12-12
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2019-12-12
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2019-12-12
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2019-12-12
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2019-12-12

### Other

- Finding
  - Evidence: Open culture with staff feeling supported and confident to raise concerns via whistle-blowing policy
  - Published: 2020-01-29
- Finding
  - Evidence: Strong partnership working with healthcare professionals, confirmed by positive external comments
  - Published: 2020-01-29
- Finding
  - Evidence: Unannounced competency checks carried out by management to monitor quality of care
  - Published: 2020-01-29
- Finding
  - Evidence: Comprehensive complaints procedure in place with all complaints recorded and resolved
  - Published: 2020-01-29
- Finding
  - Evidence: People's privacy, dignity and independence were respected and care was delivered in a person-centred way
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision and annual appraisals
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular training covering safeguarding, MCA, infection control, dementia, medicines administration and more
  - Published: 2020-01-29
- Finding
  - Evidence: Effective recruitment procedures including DBS checks, references, and shadow shifts for new staff
  - Published: 2020-01-29
- Finding
  - Evidence: Staff demonstrated good knowledge of safeguarding procedures and reported no hesitation in raising concerns
  - Published: 2020-01-29
- **governance** _(minor)_
  - Evidence: the registered manager told us that the response to surveys had been poor
  - Published: 2020-01-29
- **record_keeping** _(minor)_
  - Evidence: in the care plans we saw it was noted that more detail was needed in the review section to show what changes had taken place
  - Published: 2020-01-29
- **care_planning** _(minor)_
  - Evidence: in one person's care plan the risk assessment regarding their mobility needed to be updated
  - Published: 2020-01-29

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2019-12-12
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2019-12-12
- Finding
  - Meeting people's communication needs
  - Published: 2019-12-12
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2019-12-12
- Finding
  - End of life care and support
  - Published: 2019-12-12

### safe

- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2019-12-12

### well_led

- Finding
  - Working in partnership with others
  - Published: 2019-12-12
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2019-12-12
- Finding
  - How the provider understands and acts on the duty of candour; Continuous learning and improving care
  - Published: 2019-12-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2019-12-12

## 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/1-1207619156

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