Operated by Hales Group Limited

Hales Group Limited - Norfolk

InadequateRated 10 Feb 2025Home care · Norwich

CQC Key Questions

Safe

Inadequate

People are protected from abuse and avoidable harm.

Effective

Inadequate

Care achieves good outcomes and quality of life.

Caring

Requires improvement

Staff treat people with compassion, dignity, respect.

Responsive

Requires improvement

Services are tailored to people's needs.

Well-led

Inadequate

Leadership and culture support quality care.

What inspectors found

30 findings

Note7 Jun 2024
Respecting and promoting people's privacy, dignity and independence
Note7 Jun 2024
Supporting people to express their views and be involved in making decisions about their care
Note7 Jun 2024
Ensuring people are well treated and supported; respecting equality and diversity

Note7 Jun 2024
Ensuring consent to care and treatment in line with law and guidance
Note7 Jun 2024
Supporting people to live healthier lives, access healthcare services and support
Note7 Jun 2024
Staff working with other agencies to provide consistent, effective, timely care
Note7 Jun 2024
Supporting people to eat and drink enough to maintain a balanced diet
Note7 Jun 2024
Staff support: induction, training, skills and experience
Note7 Jun 2024
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note7 Jun 2024
Service undertook re-enablement work and supported people to reduce social isolation and access the community
Note7 Jun 2024
Medication assessments were comprehensive and two medicine errors in twelve months had been addressed promptly
Note7 Jun 2024
Incidents and accidents analysed for lessons learnt and shared across regional management meetings
Note7 Jun 2024
Active staff reward and recognition schemes with high staff satisfaction rates (92.2% rated Hales a good place to work)
Note7 Jun 2024
Service worked within Mental Capacity Act principles with detailed capacity assessments woven through care documentation
Note

Note7 Jun 2024
End of life care and support
Note7 Jun 2024
Improving care quality in response to complaints or concerns
Note7 Jun 2024
Planning personalised care to meet people's needs, preferences, interests and give them choice and control

Note7 Jun 2024
Working in partnership with others
Note7 Jun 2024
Continuous learning and improving care
Note7 Jun 2024
Engaging and involving people using the service, the public and staff
Note7 Jun 2024
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
Note7 Jun 2024
Planning and promoting person-centred, high-quality care and support with openness; duty of candour