About the service: Your Care and Support Norfolk is a domiciliary care agency that was providing personal care to 65 people aged 65 and over at the time of the inspection.

People’s experience of using this service:

• Medicines management was not based on current best practice and there was no systematic way of identifying and investigating whether people had received their medicines correctly.

• The provider had plans in place to improve the management of medicines using an electronic system.

• Not all risks to people’s safety had been consistently assessed.

• Staff understood the different types of abuse and there were systems in place to report concerns.

• There were enough staff to meet people’s needs. However, people did not always know which carers would be arriving to support them.

• There were not robust systems in place to identify when things went wrong and to improve systems to prevent things going wrong in the future.

• Staff knew people well and said they had enough information about people’s needs to support them.

• Support plans were not always consistent in the information they contained about people’s needs.

• Staff were well trained, and people were confident in their ability to support them.

• There was not always clear guidance for staff on supporting people with eating and drinking.

• The policies and systems in the service did not support supported people to have maximum choice and control of their lives.

• People told us staff were kind and caring and respected their privacy and dignity.

• There was a strong ethos of supporting people’s independence.

• The service was generally responsive to people’s needs. However sometimes people were not happy about the timing of calls or did not know who was coming to support them.

• The service had a robust complaints procedure that people were aware of.

• Systems to monitor the quality of care needed to be improved.

• We made a recommendation about systems and processes for auditing.

• The registered manager told us they were setting up new systems for the auditing of all care records.

• They were also reviewing care plans and introducing electronic recording systems to improve the quality and consistency of records.

• Staff were positive about the management of the organisation and told us they felt supported.

Rating at last inspection: This was the first inspection of this service.

Why we inspected: This was a scheduled planned inspection based on when the provider took over the location.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our reinspection schedule for those services rated requires improvement.

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