Norwood Guest House

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.

This is the first assessment for this newly registered service. This key question has been rated 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.

All feedback from families indicated staff were considered kind and caring, with one relative commenting, “I’ve no complaints, they seem to be quite caring.” We observed staff treating people well, with kindness and compassion, and they had good relationships with people accessing Norwood Guest House.

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

Staff showed they had a good understanding of people’s needs and preferences. We observed people were supported to make their own choices, and staff took steps to ensure each person’s wishes were respected. This included supporting them to make choices about what they wanted to eat and the activities they wished to participate in.

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

Support plans were in place which contained information about how to support people with daily living tasks and activities. The registered manager told us they worked with families to look at how time at the service could continue to support people to develop skills and further independence. One relative commented, “I would say [staff] do support [independence]. [Family member] started to do more for themselves.

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.

We observed staff were very responsive to people’s requests for help, and overall there were no concerns raised around this issue. There were no call bells in people’s rooms. We discussed this with the registered manager and what would happen if people needed urgent assistance in their bedroom or bathroom. The registered manager advised they would look into ensuring the processes were suitably robust to manage any emergencies.

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

Staff told us they felt well supported and enjoyed working at Norwood Guest House. The registered manager took a flexible approach to the rota and supported staff to develop.