Norwood - 159a Station Road

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a shared vision, strategy, and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. There was a positive culture in the service which focused on effective care and support for people. Staff spoke highly of the registered manager, praising their supportive leadership, clear communication, and genuine commitment to both staff well-being and service users’ care. Multiple team members highlighted the manager's approachability and ability to create a positive, collaborative workplace environment.

The service had inclusive leaders who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience, and credibility to lead effectively. They did so with integrity, openness, and honesty. The registered manager demonstrated a good knowledge of the people and staff on a personal level. Comments from people included, “It is very well managed.” The manager messages a lot and sends photos and keeps in contact and we do see our relative at weekends.” and “Generally run quite well, my relative is cared for, I look at Norwood positively my relative has limited abilities, and their needs are cared for there.”

Staff told us they felt well supported by the management comments included, “The manager is approachable I am very happy here we are not afraid to speak up.” And “The management is good they are always improving and its well-run.”

The provider fostered a positive culture where staff felt they could speak up and their voice would be heard. Policies and processes were in place to support staff to speak up if they had concerns. Staff confirmed they were confident to speak up if they had concerns about the quality of care

There was a positive culture where people felt they could speak up and their voice would be heard.

Staff told us they felt confident to speak up and raise issues. People and their relatives also felt able to raise issues with managers if they had any.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Staff believed the provider supported professional development in relation to their career to progress within the organisation if they wanted to.

The provider’s systems showed clear responsibilities, roles, systems of accountability and good governance. The registered manager used these to manage and deliver good quality, sustainable care, treatment, and support. They acted on the best information about risk, performance, and outcomes, and shared this securely with others when appropriate. The management team completed daily audits and checks effectively. There was effective use of data to produce reports this included analysis of information to review people’s care and identify themes, trends, or areas for improvement.

The Registered manager had developed good links and worked closely with health professionals and the local authority to ensure seamless care for people. The provider understood their duty to collaborate and work in partnership with other professionals and people involved in people’s care, so services worked seamlessly for people. They shared information and learning with partners and collaborated to ensure people received better outcomes. People had access to local clinical services to help ensure they had the right care to meet their needs.

The provider focused on continuous learning, innovation and improvement across the organisation and local systems. They encouraged creative ways of delivering equality of experience, outcome, and quality of life for people. They actively contributed to safe, effective practice and research. There were regular staff meetings where the registered manager provided feedback about care and support and where additional improvement and focus was required to ensure care was maintained at a good standard.

The registered manager engaged in a number of schemes with external partners to enhance learning and innovative practices. This included engaging in an end-of-life project with a local university, introducing feedback surveys using dementia friendly communication Also nominated staff for a number of national care and volunteer awards.