# Nouveau Care

*Operated by Nouveau Care Ltd.*

Nouveau Care is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 30/09/2023

## Practical info

- Postcode: NR2 4PU
- Registered manager: Abdul Carimo Mussa Ragu, Nasnine
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 30/Sep/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2024-12-19
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2024-12-19
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2024-12-19
- Finding
  - Staff support induction, training, skills, and experience
  - Published: 2024-12-19
- Finding
  - Assessing people's needs and choices
  - Published: 2024-12-19

### Other

- Finding
  - Evidence: Manager and managing director were open to feedback
  - Published: 2024-12-19
- Finding
  - Evidence: Staff were flexible in supporting people with meals and drinks
  - Published: 2024-12-19
- Finding
  - Evidence: Electronic systems used to record care and monitor scheduled visits
  - Published: 2024-12-19
- Finding
  - Evidence: Carers were described by people and relatives as kind, gentle, and respectful of dignity
  - Published: 2024-12-19
- Finding
  - Evidence: Good infection control practices with PPE provided and used appropriately
  - Published: 2024-12-19
- Finding
  - Evidence: Recruitment processes were sufficiently robust including for staff recruited locally and from overseas
  - Published: 2024-12-19
- Finding
  - Evidence: Staff demonstrated a good understanding of types of abuse and what actions to take to protect people
  - Published: 2024-12-19
- **record_keeping** _(moderate)_
  - Evidence: This instruction was not dated. Further down the care plan it stated they could sit in their own chair for up to 4 hours but gave no details of repositioning. This information was conflicting
  - Published: 2024-12-19
- **complaints_handling** _(minor)_
  - Evidence: this information had not been collated and there was no mechanism in place to feedback to people using the service to tell them what improvements had been made
  - Published: 2024-12-19
- **communication_with_families** _(minor)_
  - Evidence: Some people said they had minimal contact with the office and not all remembered receiving a survey or review of their care.
  - Published: 2024-12-19
- **supervision_appraisal** _(moderate)_
  - Evidence: Staff spot checks were conducted by a senior member of staff when they were covering a care call with another carer. This meant there was not sufficient time or privacy
  - Published: 2024-12-19
- **consent_capacity** _(moderate)_
  - Evidence: The service was not working in line with the principles of MCA... mental capacity assessments were not in place as required.
  - Published: 2024-12-19
- **incident_learning** _(moderate)_
  - Evidence: Learning from incidents was not sufficiently robust as there was limited analysis and understanding of why incidents occurred and how they could be reduced.
  - Published: 2024-12-19
- **safeguarding** _(critical)_
  - Evidence: some notifications had not been referred to CQC in a timely way
  - Published: 2024-12-19
- **leadership** _(critical)_
  - Evidence: The managing director and registered manager did not have sufficient oversight of the service.
  - Published: 2024-12-19
- **governance** _(critical)_
  - Evidence: The provider had failed to ensure the service was always well planned and well led in the interests and safety of people using the service. This was a breach of regulation 17
  - Published: 2024-12-19

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-12-19
- Finding
  - Staffing and recruitment
  - Published: 2024-12-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-12-19
- Finding
  - Using medicines safely
  - Published: 2024-12-19
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2024-12-19

### well_led

- Finding
  - Continuous learning and improving care; partnership working
  - Published: 2024-12-19
- Finding
  - Engaging and involving people, public and staff; promoting a positive person-centred culture
  - Published: 2024-12-19
- Finding
  - Duty of candour and openness when things go wrong
  - Published: 2024-12-19
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks, and regulatory requirements
  - Published: 2024-12-19

## 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/1-2446555592

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