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Nower House Requires improvement

We are carrying out a review of quality at Nower House. We will publish a report when our review is complete. Find out more about our inspection reports.
All reports

Inspection report

Date of Inspection: 5 December 2013
Date of Publication: 7 January 2014
Inspection Report published 07 January 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We carried out a visit on 5 December 2013, observed how people were being cared for, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

People who used the service and staff were asked for their views about their care and treatment. We saw documentation to show the provider carried out annual surveys with people who used the service. However, the provider might find it helpful to note that we saw no evidence that the result of the surveys were analysed and used to inform and improve the quality of the service provided as necessary.

Staff we spoke with told us that they were informed of any comments raised at handovers and that they were also encouraged to give their own feedback at these meetings.

The provider had a system in place to regularly monitor the quality of the service. We saw documentation that showed regular monthly audits were conducted across all areas of the service, such health and safety, fire and premises.

We saw evidence that complaints and incidents were recorded and analysed to show any lessons learned and that these lessons were disseminated to staff through staff meetings. We saw that there was a detailed complaints policy and procedure in place for people who used the service and their relatives in the service user’s guide.

We looked at some of the comments written on thank you cards from relatives, “Thank you so much for your fabulous care and company.” And “thank you for the care and dedication we receive from staff.”

These monitoring processes meant that people who used the service benefitted from the delivery of care and support in an environment that continually monitors the quality of service and responds where improvement is required. People who used the service and relatives requested to have a post box so that comment about the service could be posted.We saw one post box next to the dining area.