Operated by First Choice Home Care Ltd

First Choice Home Care

Requires improvementRated 22/04/2025Home care · Norwich

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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

Requires improvement

Leadership and culture support quality care.

What inspectors found

23 findings

Other

Note15 Oct 2022
Staff described management as approachable with an on-call number for advice.
Note15 Oct 2022
DBS checks and references were obtained for staff.
Note15 Oct 2022
Management team understood and acted on duty of candour and CQC notification responsibilities.
Note15 Oct 2022
Care files were personalised, shaped around people's preferences and support needs, with goals to support wishes.
Note15 Oct 2022
Positive feedback about infection prevention and control processes; staff always wore PPE appropriately.
Note15 Oct 2022
People told us they felt safe with staff, and staff had received safeguarding training.
minorcomplaints_handling15 Oct 2022
the service had recorded cancelled calls and declined calls but had not recorded reasons for them. Some people had cancelled multiple calls in a month and there was no recording of alternative support…
moderateincident_learning15 Oct 2022
Accidents and incidents were recorded. However, the management team were working to implement a new reporting system to gather more details and information, so lessons can be learnt
moderateother15 Oct 2022
Staff were not always recruited safely, we found gaps in completed application forms and some applications forms did not match staffs curriculum vitae (CV).
moderatemedication_management15 Oct 2022
Medicines audits were not sufficient in fully identifying the circumstances behind identified errors.
moderatestaffing_levels15 Oct 2022
There were not always enough staff on duty to meet people's needs. Staff vacancies and absence had led to low staffing levels on some occasions.
criticalgovernance15 Oct 2022
Some of the systems to assess, monitor and improve the quality of the service were not fully effective. This was a breach of regulation 17 (Good Governance)

safe

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

well_led

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

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

Practical info

Postcode: NR16 2JU
Registered manager: Not on record
Local authority: Norfolk
Region: East
City: Norwich
Last CQC check: 22/Apr/2025 - 00:00

OutstandingGoodRequires improvementInadequateNot ratedCluster (mixed)

Comparable agencies nearby

Home Instead South Norfolk and East Suffolk

Run by Brybird Homecare (Norfolk) Ltd

Not rated0.0 km awayNorfolk

Registered manager: Rainbird-Bryant, Mark

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