Operated by Ness M Care Services Ltd

Estuary House Ness M Care Services Norfolk

GoodRated 15/12/2022Home care · King's Lynn

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

30 findings

Note15 Dec 2022
Respecting and promoting people's privacy, dignity and independence
Note15 Dec 2022
Supporting people to express their views and be involved in making decisions about their care
Note15 Dec 2022
Ensuring people are well treated and supported; respecting equality and diversity

Note15 Dec 2022
Ensuring consent to care and treatment in line with law and guidance
Note15 Dec 2022
Staff working with other agencies; Supporting people to live healthier lives and access healthcare services
Note15 Dec 2022
Staff support: induction, training, skills and experience
Note15 Dec 2022
Assessing people's needs and choices; delivering care in line with standards, guidance and the law; Supporting people to eat and drink enough

Note15 Dec 2022
Complaints responded to appropriately with follow-up to ensure people's satisfaction.
Note15 Dec 2022
Staff well trained in MCA principles, supporting people to make decisions and maintain choice and control.
Note15 Dec 2022
Quality assurance processes including unannounced spot checks and electronic monitoring of care visit timings.
Note15 Dec 2022
Registered manager led by example, responded promptly to concerns and implemented improvements.
Note15 Dec 2022
Effective partnership working with community nurses, SALTs, occupational therapists and safeguarding authorities.
Note

Note15 Dec 2022
End of life care and support
Note15 Dec 2022
Improving care quality in response to complaints or concerns
Note15 Dec 2022
Meeting people's communication needs
Note15 Dec 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note15 Dec 2022
Learning lessons when things go wrong
Note15 Dec 2022
Preventing and controlling infection
Note15 Dec 2022
Staffing and recruitment
Note15 Dec 2022
Systems and processes to safeguard people from the risk of abuse
Note15 Dec 2022
Assessing risk, safety monitoring and management
Note15 Dec 2022
Using medicines safely

Note15 Dec 2022
Working in partnership with others
Note15 Dec 2022
Engaging and involving people using the service, the public and staff
Note15 Dec 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering; duty of candour
Note15 Dec 2022
Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; Continuous learning and improving care

Source: CQC inspection reports under the Open Government Licence v3.0.

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