Norwood Guest House

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.

This is the first assessment for this newly registered. This key question has been rated 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 made sure people’s care and treatment were effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The registered manager demonstrated a good understanding of the importance of assessing need and ensured staff would be able to meet people’s needs before arranging for the person to access the service. The service had suitable processes to introduce people to the service and built an understanding of their needs. Risk assessments and a support plan were in place for each person.

The provider planned and delivered people’s care and treatment in partnership with them, taking into account what was important and meaningful to them. This was done in line with legislation and current evidence-based best practice and standards.

Staff understood how to support people appropriately, and care was provided in a way that met people’s needs. People were supported to eat and drink well while at the service, and staff received a range of training to ensure they understood current best practice. However, we noted improvements were needed in record keeping to ensure full oversight of staff practice.

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 consistently talked about there being a good staff ethos in place, and we observed that staff worked well together. People were supported to maintain contact with families while they were receiving respite care, and the registered manager ensured families were updated if there had been any changes. One relative commented, “If there is a problem, they do contact me.”

Families felt confident that staff knew how to escalate any concerns if needed and worked with other services, including families and commissioning services, to meet people’s needs.

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 need for care and support.

Information about people’s health needs was available to guide staff on how to support people to live healthily. We observed people were encouraged to make healthy choices with regard to what they chose to do and what they chose to eat. People had health passports which contained pertinent information to support them when accessing healthcare.

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.

Feedback indicated people achieved good outcomes during their stays at Norwood Guest House. They were supported to eat and drink well and engaged in a range of activities. We noted some improvements were needed to ensure daily records captured the care and support that had been delivered to each person. The registered manager completed checks of daily records and was in the process of working with staff to increase the robustness of record keeping. Following the inspection, they sent evidence of the changes that had been made to the paperwork.

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

Staff ensured they requested consent prior to giving support to people. Staff completed training related to capacity and the requirements of the Mental Capacity Act and best‑interest decision making.