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Date of Assessment 10 March 2026 to 25 March 2026. Ontime Response Healthcare Ltd Norfolk is a domiciliary care agency, providing support to people in their own homes. They provided support to adults of all ages with a variety of different health needs. At the time of our assessment, they were supporting 10 people. All were in receipt of the regulated activity personal care. 1 person was being supported with a live in carer. They also support children up to the age of 18, however, no children were being supported at the time of our assessment. This was the first assessment completed on Ontime Response Healthcare Ltd Norfolk since their registration and was conducted due to being unrated. Due to this we conducted a site visit on 17 March 2026. We found the provider was in breach of regulation in relation to good governance. The service had a lack of systems in place to enable them to identify inconsistencies within peoples care plans and health issues that posed a risk to people. We found safeguarding referrals were not always raised when appropriate. Action plans either had historic actions still outstanding or new actions that had been set, were not robust and did not evidence improvement was always made. There was a lack of provider oversight in the service. However, there were an adequate number of staff to support people in the service. Medicines were administered safely and staff knew the care and support needs of the people they supported. Staff were kind and caring and they provided information clearly. They listened and acted upon concerns raised. The registered manager was very visible and ensured people received the correct support from healthcare professionals when there was a change to their needs. We have asked the provider for an action plan in response to the concerns found at this assessment.
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