# NCC First Support - Northern

*Operated by Norfolk County Council.*

NCC First Support - Northern is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

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

Rating published: 24/12/2022

## Practical info

- Postcode: NR11 6LZ
- Registered manager: Stimpson, Lorren
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 24/Dec/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-12-24
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-12-24
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-12-24

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-12-24
- Finding
  - Supporting people to eat and drink; access healthcare services; working with other agencies
  - Published: 2022-12-24
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-12-24
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-12-24

### Other

- Finding
  - Evidence: Provider proactively planned improvements post-inspection, including digitising care records.
  - Published: 2022-12-24
- Finding
  - Evidence: Registered manager understood duty of candour responsibilities and incidents were reported in line with regulations.
  - Published: 2022-12-24
- Finding
  - Evidence: Regular supervisions, appraisals, and induction shadowing supported staff in their roles.
  - Published: 2022-12-24
- Finding
  - Evidence: Incidents were recorded, reviewed, and learning was shared with staff.
  - Published: 2022-12-24
- Finding
  - Evidence: Staff respected people's dignity, privacy, and promoted choice and control in daily care.
  - Published: 2022-12-24
- Finding
  - Evidence: People were supported to regain independence in line with the reablement model.
  - Published: 2022-12-24
- Finding
  - Evidence: Effective partnership working with healthcare professionals, including timely referrals to district nurses, occupational therapy, and falls teams.
  - Published: 2022-12-24
- Finding
  - Evidence: Staff demonstrated good understanding of people's individual needs and how to keep them safe.
  - Published: 2022-12-24
- Finding
  - Evidence: People consistently reported feeling safe with staff and praised their caring, respectful attitude.
  - Published: 2022-12-24
- **person_centred_care** _(minor)_
  - Evidence: People told us they were not always asked if they had a preference about the gender of the staff who would be supporting them.
  - Published: 2022-12-24
- **staffing_levels** _(minor)_
  - Evidence: Through our conversations with people, some felt the service was short-staffed. One relative told us, '…it does seem as though they are short of staff.'
  - Published: 2022-12-24

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-12-24
- Finding
  - Meeting people's communication needs
  - Published: 2022-12-24
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-12-24

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-12-24
- Finding
  - Using medicines safely
  - Published: 2022-12-24
- Finding
  - Staffing and recruitment
  - Published: 2022-12-24
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2022-12-24
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-12-24

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-12-24
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-12-24
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-12-24
- Finding
  - Managers and staff being clear about their roles; quality performance, risks and regulatory requirements; continuous learning
  - Published: 2022-12-24

## 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/1-7526630215

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