Norlands Nursing Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 provider ensured people's care and treatment were effective by completing comprehensive assessments of their health, care, wellbeing and communication needs. Staff used this information to deliver care and support that reflected people's individual circumstances and preferences.

Managers completed assessments before offering people a place at the service. This included meeting the person, reviewing information from previous care providers, consulting relevant professionals and speaking with family members where appropriate. Following admission, staff continued to assess people's needs for as long as necessary to ensure care, support and treatment remained safe, effective and responsive.

Managers reviewed and updated assessments monthly, or sooner if people's needs changed. This helped ensure records remained accurate, reflected people's current needs and provided staff with up-to-date information to support the delivery of effective care.

The provider planned and delivered people's care and treatment in partnership with them. Staff considered what was important to people and ensured care reflected their individual needs, preferences and goals. The service delivered care and treatment in line with relevant legislation, recognised good practice and current standards.

Following admission, staff used recognised assessment tools to monitor people's health and wellbeing and identify any emerging concerns. These assessments helped staff take timely action when risks were identified. For example, where assessments indicated people were at risk of malnutrition, staff made prompt referrals to relevant healthcare professionals and implemented appropriate support measures through regular weight monitoring and food and fluid records where required. The service supported people to maintain a healthy diet and enjoy a positive mealtime experience. These measures helped to promote people's health and wellbeing and reduce the risk of malnutrition.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff, relatives and a healthcare professional told us communication within the service and with external professionals was effective. Staff held handovers at each shift change to share important information about people's health, wellbeing and support needs, which helped ensure consistent care.

The service shared relevant information with healthcare professionals when needed. A GP visited weekly to complete ward rounds and provided additional support when required. Records showed staff attended multidisciplinary meetings and worked collaboratively with professionals to coordinate care and support decision-making.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

The provider worked with people, their families and healthcare professionals to ensure care reflected people's wishes, preferences and assessed needs. Staff supported people to make informed decisions and balanced risk in a way that promoted independence and safety.

Staff made timely referrals when people's needs changed. Records showed people accessed healthcare and other services without unnecessary delay, which helped support positive outcomes.

Staff shared relevant information promptly and worked in a coordinated way to respond to changes in people's needs and wellbeing. This helped ensure concerns were identified and escalated appropriately when required.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People’s care plans and risk assessments were regularly reviewed to ensure they remained accurate and reflected people's current needs. When people's needs changed, managers promptly updated records and care arrangements as required. This helped to ensure people continued to receive safe, effective and person-centred care.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider ensured decisions about people's care and treatment were made in line with relevant legislation and guidance. Records contained signed consent forms, and staff clearly documented and respected people's decisions and choices regarding their care and support.

Where people lacked capacity to make specific decisions, the registered manager completed appropriate mental capacity assessments and made best-interest decisions. Records clearly documented the decision-making process, the rationale for decisions and the individuals involved in reaching them.

Staff demonstrated a good understanding of the importance of seeking consent before providing care. They told us they always sought consent and used appropriate communication techniques and strategies to encourage people to engage in decision-making wherever possible.