# Fisher Healthcare East Anglia - Norwich

*Operated by Fisher Healthcare East Anglia Ltd.*

Fisher Healthcare East Anglia - Norwich is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 20/08/2022

## Practical info

- Postcode: NR7 0DR
- Registered manager: Hall, Louise
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 20/Aug/2022 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-08-20
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2022-08-20
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-08-20
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-08-20
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-08-20

### Other

- Finding
  - Evidence: Staff wore appropriate PPE in line with government guidance throughout care visits.
  - Published: 2022-08-20
- Finding
  - Evidence: People and relatives felt involved in care reviews and reported positive relationships with staff.
  - Published: 2022-08-20
- Finding
  - Evidence: Healthcare professionals praised timely, proactive communication and appropriate referrals from the service.
  - Published: 2022-08-20
- Finding
  - Evidence: Staff completed comprehensive induction, shadow shifts, regular supervision, competency checks and appraisals.
  - Published: 2022-08-20
- Finding
  - Evidence: Sufficient staff were deployed and travel time was considered to ensure people received consistent, reliable care.
  - Published: 2022-08-20
- Finding
  - Evidence: Staff demonstrated a good understanding of safeguarding responsibilities and felt comfortable raising concerns.
  - Published: 2022-08-20
- Finding
  - Evidence: People were receiving their medication correctly following improvements since the last inspection.
  - Published: 2022-08-20
- **safeguarding** _(moderate)_
  - Evidence: The safeguarding log contained incidents which were not referred to the Local Authority for safeguarding as they did not fit the criteria and were not always notifying CQC.
  - Published: 2022-08-20
- **incident_learning** _(moderate)_
  - Evidence: Records for keeping track of specific incidents were not always up to date and accurate, which did not allow oversight into their management.
  - Published: 2022-08-20
- **governance** _(moderate)_
  - Evidence: Although some audits were being completed, they were not robust in identifying all gaps and errors.
  - Published: 2022-08-20
- **governance** _(critical)_
  - Evidence: Governance and performance management was not always reliable and effective. Systems were not regularly reviewed. Risks were not always identified.
  - Published: 2022-08-20
- **record_keeping** _(moderate)_
  - Evidence: Care records were not always updated following reviews with people who used the service and/or their relatives or following identified changes in need.
  - Published: 2022-08-20
- **care_planning** _(critical)_
  - Evidence: One person had a grade 1 pressure sore earlier in the year, but there was no reference to this in their care plan or risk assessment.
  - Published: 2022-08-20
- **care_planning** _(critical)_
  - Evidence: One person had an identified risk of choking but their nutrition and hydration risk assessment stated they were not at risk.
  - Published: 2022-08-20

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-08-20
- Finding
  - Preventing and controlling infection
  - Published: 2022-08-20
- Finding
  - Staffing and recruitment
  - Published: 2022-08-20
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-08-20
- Finding
  - Assessing risk, safety monitoring and management; Using medicines safely
  - Published: 2022-08-20

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; working in partnership
  - Published: 2022-08-20
- Finding
  - Continuous learning and improving care; duty of candour
  - Published: 2022-08-20
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-08-20
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-08-20
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30
- Finding
  - Working in partnership with others
  - Published: 2021-10-30

## 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/1-4598280870

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