Total Care Norfolk

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People told us they were able to exercise choice and control in relation to their care. However, for some, a language barrier existed with some staff which made communication about people’s choices difficult.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us their choices were respected. They said they were encouraged to maintain their independence as much as possible. One relative told us, “[The staff] encourage [my relative] and have a joke with [them] and are able to persuade [them] to do things much more than me…they are patient and respect [my relative’s] dignity.’ All the people we spoke with told us they had been consulted about exactly how they like to receive their care and support, and who they were happy to receive it from. People were clear about their rights relating to their care and support. Some people mentioned a language barrier being an issue, with staff failing to fully understand their requests. This has been fed back to the provider.

Staff told us they encouraged people to do as much for themselves as possible, to maximise their independence. There was an understanding that people had a choice about how their care was provided.

Care plans were very detailed about exactly how people wanted their care delivered. They contained clear direction for staff such as 'I would like [carers] to assist me with my personal care but keeping my independence....I will choose my own clothes. Once this is completed, I would like the carer to prompt me with my medication, which is beside my bed.' People told us staff worked in line with the details in their care plans.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.