First Choice Home Care (Norwich)

“People did not always receive care in a safe way, and their care needs had not been fully assessed. Risks relating to peoples care needs had not always been identified, and staff were”

“not supplied with sufficient guidance to keep people safe. We found systems for people to raise concerns were not always effective, and complaints were not always managed in a timely or caring way. Some people felt their concerns were dismissed.”

“The provider did not always support staff wellbeing, and staff did not feel they were treated with respect. Information was not always provided to people in a way which they could access easily. People were not involved in planning their care, and the outcomes people experienced were not always monitored to promote continuous improvement.”

“Oversight from leaders was poor and had not identified the concerns we found during this assessment. People and staff did not feel confident in the management team to lead the service safely or with transparency. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found the provider had failed to fully meet the principles of it. There was a lack of management and provider oversight to review shortfalls of care to make improvements. The provider did not always focus on people’s quality of life. The provider and staff did not always recognise how to promote people’s rights, choices and plan to ensure their independence.”