# Caremark Norwich

*Operated by Medicare Home Support Limited.*

Caremark Norwich 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 | Requires improvement |
| Well-led | Requires improvement |

Rating published: 17/11/2023

## Practical info

- Postcode: NR5 9JR
- Registered manager: Moore, Julia
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 17/Nov/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity, and independence
  - Published: 2023-11-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-11-30

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-11-30
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-11-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-11-30
- Finding
  - Staff support: induction, training, skills, and experience
  - Published: 2023-11-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-11-30

### Other

- Finding
  - Evidence: People felt engaged with the service and able to raise concerns, with a positive and supportive staff culture reported.
  - Published: 2023-11-30
- Finding
  - Evidence: Infection prevention and control training was in place and people felt well protected.
  - Published: 2023-11-30
- Finding
  - Evidence: Safeguarding systems were in place; staff were trained and reported concerns to the local authority as required.
  - Published: 2023-11-30
- Finding
  - Evidence: The service worked effectively with other health and social care professionals, making prompt and appropriate referrals.
  - Published: 2023-11-30
- Finding
  - Evidence: The registered manager was described as involved, accessible and communicative, and responded proactively to inspection findings.
  - Published: 2023-11-30
- Finding
  - Evidence: Staff were adept at maintaining people's dignity and promoting independence.
  - Published: 2023-11-30
- Finding
  - Evidence: People consistently reported staff were kind, compassionate, patient and encouraging, with relatives confirming staff provided excellent care.
  - Published: 2023-11-30
- **supervision_appraisal** _(minor)_
  - Evidence: In November 2022, because of seeking feedback, staff had requested staff meetings take place on a regular basis. At the time of this inspection, these were still not taking place.
  - Published: 2023-11-30
- **incident_learning** _(moderate)_
  - Evidence: due to the issues with the systems in place, we could not be assured all accidents and incidents were being recorded in an effective way that allowed full oversight and analysis.
  - Published: 2023-11-30

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-11-30
- Finding
  - Meeting people's communication needs
  - Published: 2023-11-30
- Finding
  - End of life care and support
  - Published: 2023-11-30
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2023-11-30

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-11-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-11-30
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-11-30
- Finding
  - Staffing and recruitment
  - Published: 2023-11-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-11-30
- Finding
  - Using medicines safely
  - Published: 2023-11-30

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-11-30
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-11-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-11-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-11-30

## 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/1-2793556667

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