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Archived: The Norfolk Hospice

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All reports

Inspection report

Date of Inspection: 14 February 2013
Date of Publication: 13 March 2013
Inspection Report published 13 March 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 February 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service and talked with staff.

Our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan.

Reasons for our judgement

Care and treatment was planned and delivered in a way that ensured people’s safety and welfare. People’s needs were fully assessed with care and treatment being delivered in line with their individual wishes. Care plans were person centred, meaning they were developed to include the full needs of the person, asking questions about all aspects of care and support. We saw information that showed people had provided answers about their likes, dislikes, things they wanted to happen and things they did not want. This enabled those using the service to be supported in a way that suited them completely and supported their dignity at all times.

We saw that details of family members were on care plans, which enabled these relatives to be fully included in any care where the person wished them to be. Due to the nature of the services offered, relatives were also able to have contact numbers should they actually need some support themselves or to discuss matters at any time. Details of a person’s cultural and spiritual choices were also recorded in all care plans upon their initial referral.

People we spoke with told us that the staff were very good and there was always a person available to chat with when they needed.

Nutrition and fluid intake was monitored and any specific requirements regarding food or drink was recorded. Two people we spoke with explained that they could not eat certain foods. We later saw this was recorded in the relevant care plans and clearly identified for staff. Both people stated that these requirements had not always been met in the past as there had been some recent changes at the service. The manager assured us that she would speak with both people about their experiences.

People’s whole experience during their daily visit was enhanced by them being offered additional treatments such as Rake and other relaxation sessions. Such therapies were delivered in a room specifically designed to enhance this experience, providing a calming environment. This enabled the person to feel pampered while they had a break from ongoing medical issues.