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Norwood House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 28 January 2020

About the service

Norwood House is a residential care home providing personal care to people aged 55 and over, some of whom were living with dementia. The service has four floors. Norwood House can accommodate up to 20 people. At the time of this inspection, 10 people lived at the service.

People’s experience of using this service and what we found

The quality assurance processes in place were not effective. They had failed to identify and address the shortfalls we found during the inspection. There was a lack of provider oversight and sufficient action had not been taken to address the shortfalls found at the last inspection.

Records did not show staff had been provided with sufficient support. Regular recorded supervisions had not taken place and records to evidence new staff had completed an induction when they joined the service had not been kept. Training records were incomplete. Due to recent changes in the management of the service, the new manager could not be sure what training staff had complete.

People told us they felt safe. Risks to people had been assessed but records did not provide staff with sufficient guidance of how to manage and reduce risks. Accidents and incidents had not been appropriately analysed to highlight what action could be taken to reduce the risk of reoccurrence. Topical medicines records were not always completed accurately to show medicines had been administered as prescribed. We have made a recommendation about the safe management of medicines.

Care records did not always reflect people’s current care and support needs. End of life care plans did not provide sufficient details. We have made a recommendation about end of life care planning.

People were provided with sufficient food and drinks; however, staff were not deployed effectively at meal times which meant people had to wait for assistance. Peoples weights were monitored to identify any concerns with weight loss or gain.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Where decisions had been made in a person’s best interests, record did not always record who had been involved in the decision.

Following the first day of inspection the manager and provider took action to address some of the concerns we found to mitigate risks. New care plans and risk assessments had been developed, a training and supervision matrix was put in place and new audits to monitor the quality and safety of the service had been developed.

This provider has recognised they do not have the skill or motivation to develop their own knowledge and approach to ensure compliance with regulations. A new provider has applied to take over this service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 23 November 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made or sustained and the provider was still in breach of regulation.

The service remains rated requires improvement. This service has been rated requires improvement for the last three consecutive inspections.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.


We have identified a breach in relation to good governance of the service at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will meet with the provider and request an action plan from the provider following this report being published to discuss how they will make changes to ensure they imp

Inspection areas


Requires improvement

Updated 28 January 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 28 January 2020

The service was not always effective.

Details are in our effective findings below.



Updated 28 January 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 28 January 2020

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 28 January 2020

The service was not always well-led.

Details are in our well-led findings below.