Norwood House

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignityand respect.

At our last assessment we rated this key question requires improvement. At this assessmentthe rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, compassion and respect by staff.

We observed positive and caring interactions between staff and people. Staff were attentive and responded to people’s needs in a calm and supportive manner. During the inspection, staff acted promptly to support people who were unwell or distressed, demonstrating an understanding of their needs and maintaining their dignity.

People were supported in a respectful way that reflected their preferences. Staff demonstrated familiarity with individuals and adapted their approach to meet people’s needs, including providing care in private spaces and supporting people to maintain comfort and wellbeing. One person told us they, “Loved living here,” and described staff as, “Caring and supportive,” including accompanying them in the community and ensuring they felt safe.

While care was consistently kind and respectful in practice, this was not always supported by detailed care planning to ensure this approach was consistently recorded.

The provider did not always ensure people were treated as individuals through consistently personalised care planning.

Staff demonstrated good knowledge of people and their preferences in practice; however, care plans did not always reflect this consistently. Some areas of care planning lacked detailed information about people’s goals, aspirations, and personal preferences.

For example, while activities and interests were recorded, these were not always developed into meaningful or achievable outcomes, and some identified goals had not been progressed. This limited how effectively people were supported to achieve what mattered to them.

This meant that although staff provided personalised care, this was not always consistently captured or embedded within care planning systems.

The provider promoted people’s independence, choice, and control in their day-to-day lives. People described being able to make choices about their daily lives, including where they ate meals and how they spent their time. Staff respected people’s preferences, including decisions about social interaction, routines, and personal care.

Care approaches supported people to maintain independence where possible. For example, adaptations and equipment were used to enable people to remain independent in eating and daily living tasks.

While independence was promoted in practice, this was not always fully reflected in structured care planning, which limited opportunities to consistently develop and extend people’s independence and life goals.

Staff generally responded to people’s needs in a timely and supportive way.

We observed staff responding promptly to people’s needs, including when individuals were unwell or required reassurance. Staff recognised changes in people’s wellbeing and took appropriate action to provide support and comfort.

Staff adapted their approach based on people’s preferences and emotional needs, including offering reassurance, providing quiet spaces, and supporting people to de-escalate when needed. Care plans did not always fully reflect these approaches; however, staff knowledge ensured people continued to receive timely and appropriate support.

The provider supported staff wellbeing and enabled them to deliver care.

Staff were supported through regular supervision, training and competency assessments. Systems were in place to monitor performance and provide feedback, helping staff to carry out their roles effectively.

Staff demonstrated knowledge of people’s needs and worked collaboratively to provide care. The introduction of a new training system supported staff development, including accessibility for those with different language needs.