# Estuary House Ness M Care Services Norfolk

*Operated by Ness M Care Services Ltd.*

Estuary House Ness M Care Services Norfolk is a CQC-regulated home-care agency in King's Lynn.

## CQC Ratings

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

Rating published: 15/12/2022

## Practical info

- Postcode: PE30 2HJ
- Registered manager: Sibanda, Obviouncia
- Local authority: Norfolk
- Region: East
- City: King's Lynn
- Last CQC check: 15/Dec/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-12-15
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-12-15
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-12-15

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-12-15
- Finding
  - Staff working with other agencies; Supporting people to live healthier lives and access healthcare services
  - Published: 2022-12-15
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-12-15
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law; Supporting people to eat and drink enough
  - Published: 2022-12-15

### Other

- Finding
  - Evidence: Complaints responded to appropriately with follow-up to ensure people's satisfaction.
  - Published: 2022-12-15
- Finding
  - Evidence: Staff well trained in MCA principles, supporting people to make decisions and maintain choice and control.
  - Published: 2022-12-15
- Finding
  - Evidence: Quality assurance processes including unannounced spot checks and electronic monitoring of care visit timings.
  - Published: 2022-12-15
- Finding
  - Evidence: Registered manager led by example, responded promptly to concerns and implemented improvements.
  - Published: 2022-12-15
- Finding
  - Evidence: Effective partnership working with community nurses, SALTs, occupational therapists and safeguarding authorities.
  - Published: 2022-12-15
- Finding
  - Evidence: Person-centred, compassionate care with consistent staffing promoted dignity, independence and respect.
  - Published: 2022-12-15
- Finding
  - Evidence: Good infection prevention and control practices with correct PPE use and disposal.
  - Published: 2022-12-15
- Finding
  - Evidence: Staff demonstrated strong safeguarding knowledge and ability to identify and report potential abuse.
  - Published: 2022-12-15
- Finding
  - Evidence: Detailed risk assessments covering equipment, food and fluid intake, home environment and skin integrity.
  - Published: 2022-12-15

### responsive

- Finding
  - End of life care and support
  - Published: 2022-12-15
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-12-15
- Finding
  - Meeting people's communication needs
  - Published: 2022-12-15
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-12-15

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-12-15
- Finding
  - Preventing and controlling infection
  - Published: 2022-12-15
- Finding
  - Staffing and recruitment
  - Published: 2022-12-15
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-12-15
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-12-15
- Finding
  - Using medicines safely
  - Published: 2022-12-15

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-12-15
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-12-15
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering; duty of candour
  - Published: 2022-12-15
- Finding
  - Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2022-12-15

## 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/1-13309450563

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