About the service

• This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this inspection, 56 people were receiving a service from Kare Plus Norwich.

People’s experience of using this service

• People received a service that was considerate of their needs, respectful and caring.

• All the people we spoke with who used the service told us they were happy with the care they received and would recommend the service to others.

• People’s needs had been assessed and they had been fully involved in the planning of the care and support they received. Their consent had been sought and adhered to the Mental Capacity Act 2005.

• The care delivered was person-centred and met people’s needs. This included where people needed support with their medicines, nutrition or accessing health services.

• People told us that staff were caring, kind and compassionate in their approach. People felt respected and care planning was done in a way that put people in control of the support they received. People’s dignity was maintained, and their independence encouraged.

• The service had an open and supportive culture, and this had had a positive impact on the people who used the service.

• People told us the service was well-managed, that they were listened to and that any concerns they may have were dealt with quickly and efficiently.

• Staff had been safely recruited and there were enough of them to provide patient, unhurried and individualistic care to people.

• The morale of staff was high, and they were motivated. They received ongoing training and support. This had benefited those that used the service who told us staff were happy in their work and that they had confidence in staff’s abilities.

• Procedures were in place to help keep people safe, such as those in relation to safeguarding and risk management.

• The quality monitoring system the provider had in place was effective at improving the service and people were involved in this.

• The management team and staff demonstrated commitment and passion in the work they did, and the registered manager was keen to listen to suggestions to further improve the service.

• The provider had good oversight of the service and attended the service’s office each day so was fully involved in the running of the service.

• Regulatory requirements had been met.

• For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

• The provider had changed its address since our last inspection and this was the service’s first inspection under the new registration . The service was rated good under its previous registration.

Why we inspected

• This was a planned comprehensive inspection based on the length of time since its new registration.

Follow up

• We will continue to monitor this service and take any actions as necessary.