Norwood

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us that they were involved in their care and consulted about their care preferences. They said that they received a good quality of care from staff who knew their needs. One person told us, “Staff get me out of bed, wash and dress me and bring me down for breakfast. I am quite happy with the time they come to my room, I go to bed when I want.” Another told us, “I’m going with the flow, food comes on time and is nice, if I was in my own home, it would be quite lonely, always somebody, toing and froing.”

Staff knew people well and could tell us about the person what was important to them. We observed caring and warm interactions; staff treated people as individuals and equals and chatted to them about their day as they went about their duties.

Care plans were detailed and informative and captured information about the person, their preferences and needs. They were written in a positive way and included information about people’s strengths and qualities.

We did note some inconsistencies in some of the information in care plans, but risks were reduced as people were supported by regular staff. We were assured by the registered manager that they had auditing arrangements in place and would address these.

The plans were accessible to staff on mobile devices and staff updated records with information about people’s presentation, intake and needs. People’s needs were regularly reviewed.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us that they had good access to healthcare professionals. Care plans evidenced healthcare professional’s visits and plans were updated to reflect the guidance given. We saw where one person’s mobility and wellbeing had significantly increased as a result of good working relationships between healthcare professionals and the service.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were documented in their care plans. We observed staff taking time to communicate clearly with people. One member of staff knelt so they were the same level as the person and held their hand as they spoke with them. Staff told us whiteboards were available where people needed these, and we observed show plates were used to help people make a choice of the meal they would like at mealtimes.

People told us they felt informed about their care, and the activities which were taking place each week. Activity programme setting out the activities was on display and people had individual copies, but we also observed the activity coordinator going into people’s rooms to talk with them about what was going on that day.

Relatives advised they were always kept informed about important information relating to the service, or changes in their family member’s presentation or health.

Information was noted around the service, including large notice boards to provide information about events and meetings. A newsletter was produced quarterly by staff which provided updates for people and their relatives about events at the service.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us that they felt listened to and they were involved in how their support was delivered. None of the people we spoke to had made a complaint but expressed confidence in the process and told us their voice would be heard. One person told us, “It’s somewhere for people like me to come to. People who need care they get it very well; I have no complaints, if I needed more care I would be well looked after.” Another person told us, “ I’d go to one of the seniors, ask them if I want anything. They’re always kind. Yes, it would be the seniors or my family.”

People told us there were regular residents’ meetings which they were encouraged to attend and contribute. Committee meetings also took place quarterly, and were attended by people using the service, relatives and staff. The meetings provided an opportunity for everyone to discuss what had gone well and where the service could improve further.

Records of complaints were available and demonstrated where concerns were raised, they were investigated and people were contacted regarding the outcome.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

There were systems in place to ensure people had regular access to medical professionals. For example, the GP visited the service regularly to review people health needs.

Relatives told us that they were kept up to date with their family members needs and any changes.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People had access to a good range of social opportunities. On the days of our inspection, we observed people attending an exercise class and a music session. There was lots of laughter and people clearly enjoyed what was offer. The activity coordinator was enthusiastic about their role and had set up links with another service to undertake joint events. They had a ladies club, a gentleman’s club and a choir.

The service benefited from a large garden which had a small pond which was accessible from the ground floor. Sensory items were available around the building for people to look at and touch.

People were supported to access external services or events in the community when they needed to. We saw that people were recently supported to attend the pantomime and Christmas tree festival. A visit the local pub was due to take place. The service had recently purchased different sizes of power assisted wheelchairs to enable relatives and staff to take people with limited mobility into the town centre and to the local park. Regular church services were held, and the service employed its own Chaplin who provided spiritual support to those who requested this.

Relatives told us that they were welcomed into the service and able to share important events with their family member. One relative described how they were welcomed at Christmas and how the staff had really contributed to making the day special.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Care plans outlined people’s preferences at the end of their life. One person’s plan stated that they would like prayers to be read to them and for staff to let the family know quickly if there was any deterioration in their family member’s health as they lived some distance away and needed time to travel to be there with them. People’s preferences and wishes regarding ‘do not attempt cardiopulmonary resuscitation’ (DNACPR) were recorded as part of care planning. The service had their own Chaplin who spent time with people providing spiritual support and where requested could discuss end of life and dying.

Staff told us that they were proud to support people at the end of their life and provided personal touches such as packs of items containing reading material, hand cream and other items to make the person comfortable. Relatives were enabled to stay at the service to be close to the person if they wished to do so.

Staff were supported to say goodbye to the person and funeral car enabled to pass by the service so everyone could say their respects and lay flowers. The registered manager told us how one person loved sunflowers, so staff all laid a sunflower next to their coffin when it drove by.