Normanhurst Care Home

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, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people were supported and treated with dignity and respect; and involved as partners in their 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives told us that staff treated people with kindness, respect and dignity. One person told us, “I love it here. The company and I enjoy reading. I have a lovely view. Everything is very relaxed; I seem to get on so well with all the staff.” Another person said, "I have a shower and they respect my dignity.” A family member told us, “We’re very pleased with the care. The staff are lovely, always very welcoming when you come in.” Staff knew people really well and spoke about them with compassion and care. One staff member told us, “They’re not just residents to me, they’re my friends.” Another staff member told us, “In some ways it's like a big family here.” Staff treated people with dignity and respect, and we saw privacy and personal preferences being upheld in day‑to‑day care.

Staff created a warm and friendly environment for people. People were relaxed in the company of staff and staff and people knew each other well. We observed staff supporting people in a way that ensured people’s dignity was maintained, considering individual choices.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us they were treated as individuals. One person told us about their day and the support they received and added, "Basically, I get what I ask for." Another said, “It’s very friendly (here), whatever you want they show you where it is or look to see, if possible, to provide it."

At lunch time we saw some people were sitting alone at meal tables. Staff explained that this was people’s choice. Some preferred to sit in groups and others alone. One person told us, they liked to have lunch in their own room. They said, “I used to go down to lunch, but I like being on my own.” Staff supported people in a way that met each person’s needs and demonstrated staff knowledge of the person. Staff used their knowledge of people to guide and direct when required and supported them to maintain contact with family and friends. Visitors were welcome to the home at any time.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make their own choices and remain as independent as possible. One person told us, “There was a discussion on exercises, and I try to do some walking along corridor. They do encourage me to keep moving and to be independent." Another person said, "I try to be independent, but they will come and do it if I need help."

Staff offered people choices and allowed them time to make decisions. They were supported to get up, go to bed and spend the day how they chose. People were offered a choice of meal and when to eat. This was provided and if people changed their mind alternatives were offered. One person told us, "I am vegetarian, there was not a great selection, but I chatted with the chef now he does something I suggested. I have found him helpful." When asked if there was enough food they replied, “Enough of it? Yes too much.” Another person said they were fussy about what they ate. The told us, “But they do cook what I like, and I have ice cream all year round.”

There were a range of activities available for people if they wished to take part. One person said, “I occupy myself all day long but there is a quiz, bingo, lots of chatting, church on Sunday.” Another person told us, “I am not a joiner inner but there is no pressure to join in if you don’t want to." One relative told us their loved one would say they were bored, and added, “But then when I say I’ll come over, she says no I’m doing something or other she is busy always doing something.”

Throughout the day we observed staff supporting people to make their own decisions and choices about what they done each day. They encouraged them to maintain their own independence and engage in a variety of activities. There was a shop at the home where people were able to buy some essentials such as toiletries or snacks. If people wished to buy other items, then staff would support them to go shopping or buy items for them.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

A relative told us, "They are lovely members of staff, they spot what people want and are there quickly to help them." A staff member told us, “I was talking to [name] and their face dropped, they said they felt unwell, so I reported it straightaway and made sure they had the help they needed.” Staff used their knowledge of people to identify changes in their needs. They noticed when people needed support and responded appropriately. We observed one person who was walking without their mobility aids. Staff immediately made sure the person was safe and ensured the mobility aids were available.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke highly of the support they received, and all enjoyed working at the service. One staff member said, “I’m supported, it’s a good staff team. I think that's why I am here still. I can go to anybody (with concerns).” Another staff member told us, “I like my colleagues, it’s a nice team, here I have friends.”

Staff told us they could speak to the registered manager or senior care staff at any time. They told us the registered manager was approachable and would listen to any concerns. Where staff required flexible work patterns or extra support this was accommodated.

Staff received regular supervision. One staff member told us, “We have supervision, I would be comfortable to raise anything with the registered manager. She will also listen to what is said.” Another staff member said, “In the 121 chats anything you say is confidential, unless it’s abuse.”

There were also duty managers at the home. They were responsible for the administration work for the provider. Whilst not involved with care or the day to day running of the home staff told us they could also raise any concerns with them and know they would be listened to. Staff told us they could also contact the providers if they wished to.

Staff had designated breaks and there was a separate staff room for staff to use for their breaks. This gave them time away from the working environment.