# Fortress Care Services *Operated by Fortress Supported Living Services Ltd.* Fortress Care Services is a CQC-regulated home-care agency in Kings Lynn. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Requires improvement | | Safe | Requires improvement | | Effective | Requires improvement | | Caring | Requires improvement | | Responsive | Requires improvement | | Well-led | Inadequate | Rating published: 11/05/2022 ## Practical info - Postcode: PE33 0TD - Registered manager: Lawal, Naomi - Local authority: Norfolk - Region: East - City: Kings Lynn - Last CQC check: 11/May/2022 - 00:00 ## Inspection findings ### caring - Finding - Ensuring people are well treated and supported; respecting equality and diversity - Published: 2022-06-25 ### effective - Finding - Supporting people to eat and drink enough; access healthcare services; partnership working - Published: 2022-06-25 - Finding - Staff support: induction, training, skills and experience - Published: 2022-06-25 - Finding - Assessing people's needs and choices; delivering care in line with standards, guidance and the law - Published: 2022-06-25 ### Other - Finding - Evidence: Provider sought regular feedback from people using the service and relatives, who found them approachable. - Published: 2025-10-01 - Finding - Evidence: Staff supported people well with eating and drinking, with food nicely presented and kitchens kept clean. - Published: 2025-10-01 - Finding - Evidence: Some improvements to care plan format since last inspection, with recent reviews completed in January/February 2018. - Published: 2025-10-01 - Finding - Evidence: Staff received training in safeguarding, infection control, and the Mental Capacity Act 2005. - Published: 2025-10-01 - Finding - Evidence: Some individual carers demonstrated excellent, compassionate care and were highly praised by people and relatives. - Published: 2025-10-01 - **staff_competency** _(moderate)_ - Evidence: live-in carer told us about their condition but they did not know what it was and could not tell us if anything made the condition better or worse. - Published: 2025-10-01 - **person_centred_care** _(moderate)_ - Evidence: We found no information relating to people's religious or cultural needs...One person's plan did not mention that the person considered themselves both deaf and blind. - Published: 2025-10-01 - **leadership** _(critical)_ - Evidence: The provider was not always open, honest and transparent...Sometimes we identified concerns and key information by chance when looking at other matters. - Published: 2025-10-01 - **incident_learning** _(critical)_ - Evidence: There was no evidence that the provider fully investigated incidents and learned from them to drive improvement as we found concerns at this inspection mirrored those we had found previously. - Published: 2025-10-01 - **complaints_handling** _(moderate)_ - Evidence: a formal complaint from a healthcare professional had not been investigated...The provider failed to carry out a timely investigation into a complaint made by a healthcare professional. - Published: 2025-10-01 - **supervision_appraisal** _(moderate)_ - Evidence: supervision of staff, especially live-in staff, was very infrequent...We saw very few records of staff supervision and no recorded sessions for some staff. - Published: 2025-10-01 - **record_keeping** _(moderate)_ - Evidence: information, such as that about recent falls or involvement of healthcare professionals had been archived...files were stored in the garage which meant we could not be assured of the security - Published: 2025-10-01 - **governance** _(critical)_ - Evidence: three people had had falls in the last year that needed attendance at A & E...The provider had failed to notify us of these serious injuries - Published: 2025-10-01 - **medication_management** _(moderate)_ - Evidence: We found no accurate stocktaking which meant we could not check to see if people had received the correct amounts of medication. - Published: 2025-10-01 - **staff_training** _(moderate)_ - Evidence: one person had last had moving and handling training 11 November 2015. One member of staff only had a multi topic certificate issued by the provider on 23 March 2017. - Published: 2025-10-01 - **staffing_levels** _(critical)_ - Evidence: We were not assured that this level of staffing ensured enough flexibility to cope with a sudden absence of a key member or members of staff. - Published: 2025-10-01 - **safeguarding** _(critical)_ - Evidence: the provider had only recently made this referral in January 2018 when the issue was identified during our August 2017 inspection. This did not demonstrate a proactive approach to safeguarding - Published: 2025-10-01 - **care_planning** _(critical)_ - Evidence: one person's falls risk assessment dated 1 February 2018 stated that the person had had no falls in the previous year...We found that this person had a significant fall on 10 January 2018 - Published: 2025-10-01 ### responsive - Finding - End of life care and support - Published: 2022-06-25 - Finding - Improving care quality in response to complaints or concerns - Published: 2022-06-25 - Finding - Meeting people's communication needs - Published: 2022-06-25 - Finding - Supporting people to develop and maintain relationships - Published: 2022-06-25 - Finding - Planning personalised care to ensure people have choice and control - Published: 2022-06-25 ### well_led - Finding - Working in partnership with others - Published: 2022-06-25 - Finding - Promoting a positive culture; duty of candour; engagement - Published: 2022-06-25 - Finding - Managers and staff being clear about their roles; continuous learning and improving care - Published: 2022-06-25 ## 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/1-841842228 HomeCare Compass is an independent guide and is not affiliated with the CQC.