• Care Home
  • Care home

Twin Oaks Nursing Home

1 Hudson Way, Chapel Break, Bowthorpe, Norwich, NR5 9NJ (01603) 743195

Provided and run by:
R J Francis Care Homes Limited

Important: The provider of this service changed - see old profile

Inspection summaries and ratings from previous provider

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Background to this inspection

Updated 14 March 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of an inspector, an inspection manager and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. Our expert by experience’s area of expertise was the care of older people.

Service and service type:

Twin Oaks Nursing Home is a care home. People in care homes receive accommodation and nursing or personal care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

The inspection was unannounced.

What we did:

We reviewed the information we held about the service. This included information received from the provider about deaths, accidents/incidents and safeguarding alerts which they are required to send us by law. We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once a year to give some key information about the service, what the service does well and improvements they plan to make. We requested feedback from a clinical commissioning group that pays for the care of some of the people living at Twin Oaks Nursing Home.

During the inspection visit we spoke with 11 people using the service and three people’s relatives. We also spoke with a visiting minister, physiotherapist and occupational therapist. Staff we spoke with included:

The registered manager

The senior nurse

A registered nurse

Two care workers

A cook.

We made observations of how staff supported people.

We looked at two people’s care records. We also looked at other records relating to the management of the service including staffing, accidents and incidents, medicines and quality assurance.

Overall inspection

Good

Updated 14 March 2019

About the service: Twin Oaks Nursing Home is a residential care home that provides nursing care and accommodation for up to 49 people. At the time of our inspection, 46 people were using the service.

People’s experience of using this service: There was enough staff on duty to enable people to remain safe and receive care in a timely way. The environment was safe and people had access to appropriate equipment where needed. People were supported to take their medicines in a safe way.

Staff were knowledgeable, they received good training and supervision to ensure they could carry out their roles effectively.

People and relatives told us that the service was caring and well led. Staff were kind, caring and promoted people’s dignity. Staff understood the importance of treating people with respect and ensured they did this. People were observed to have good relationships with the staff team. Staff actively ensured people maintained links with their friends and family.

The registered manager provided staff with leadership and was visible and approachable. Staff were motivated and enjoyed strong team work. Information from audits, incidents and quality checks was used to drive continuous improvements to the service people received.

Rating at last inspection: Good (Published July 2016)

Why we inspected: This was a scheduled inspection based on our previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.