# Hales Group Limited - Norfolk

*Operated by Hales Group Limited.*

Hales Group Limited - Norfolk is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 02/10/2025

## Practical info

- Postcode: NR6 5DR
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 02/Oct/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2024-06-07
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2024-06-07
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2024-06-07

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2024-06-07
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2024-06-07
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2024-06-07
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2024-06-07
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2024-06-07
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2024-06-07

### Other

- Finding
  - Evidence: Service undertook re-enablement work and supported people to reduce social isolation and access the community
  - Published: 2024-06-07
- Finding
  - Evidence: Medication assessments were comprehensive and two medicine errors in twelve months had been addressed promptly
  - Published: 2024-06-07
- Finding
  - Evidence: Incidents and accidents analysed for lessons learnt and shared across regional management meetings
  - Published: 2024-06-07
- Finding
  - Evidence: Active staff reward and recognition schemes with high staff satisfaction rates (92.2% rated Hales a good place to work)
  - Published: 2024-06-07
- Finding
  - Evidence: Service worked within Mental Capacity Act principles with detailed capacity assessments woven through care documentation
  - Published: 2024-06-07
- Finding
  - Evidence: People and relatives gave very positive feedback about the kindness, attitude and competence of individual carers
  - Published: 2024-06-07
- Finding
  - Evidence: Staff received induction, care certificate, themed supervisions, appraisals and spot checks
  - Published: 2024-06-07

### responsive

- Finding
  - End of life care and support
  - Published: 2024-06-07
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2024-06-07
- Finding
  - Planning personalised care to meet people's needs, preferences, interests and give them choice and control
  - Published: 2024-06-07

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-06-07
- Finding
  - Using medicines safely
  - Published: 2024-06-07
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-06-07
- Finding
  - Learning lessons when things go wrong
  - Published: 2024-06-07
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2024-06-07
- Finding
  - Staffing and recruitment
  - Published: 2024-06-07

### well_led

- Finding
  - Working in partnership with others
  - Published: 2024-06-07
- Finding
  - Continuous learning and improving care
  - Published: 2024-06-07
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-06-07
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2024-06-07
- Finding
  - Planning and promoting person-centred, high-quality care and support with openness; duty of candour
  - Published: 2024-06-07

## 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/1-4920880064

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