Norwood Guest House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Prior to joining the service, all people took part in an initial assessment. This ensured the provider was able to meet their needs while considering each individual’s personality and how they might build positive relationships with other people who used the service.

People’s care was planned in an individualised way. Care plans were in the process of being reviewed, enabling further development of preferences in daily routines and activities.

Through observation, we witnessed people were offered choice and control over their day through activity planning and meal choices.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff stated they had confidence in the management’s understanding of people’s needs. It was also clear care staff knew people well and understood how best to support them.

Staffing levels allowed for flexibility during people’s introduction to the service. Prior to overnight stays, an evening visit was offered to aid orientation. Some people required additional evening sessions to familiarise themselves, in such instances, further introductory sessions were always offered in line with the person’s needs.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Some care plans required updates and auditing to ensure they contained the most up to date and accurate information. Some of the care files, contained conflicting information. The risks associated with this were mitigated by staff knowing the people they supported well.

Personal Emergency Evacuation Plans were in place for each resident; however, these were not updated upon each stay to reflect each person’s room number. A mandatory component that the provider stated they would address.

Unfortunately, easy read formats of care plans were not available. These would have supported people to more easily understand and further engage in their care planning, improving accessibility.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider sought their own feedback on a regular basis, demonstrating an eagerness to improve and develop. This was also available in an easy read format to enable people who used the service to be involved and have their input considered.

Family members consistently reported they felt able to raise any concerns they had with carers and management alike. There was, however, mixed feedback regarding the provider’s response after concerns were raised. One family member stated, ‘’I have to contact them a lot, I ask questions a lot, there’s ongoing issues. He likes the home and likes to go, but I’m not 100% happy with the place.’’

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider made sure people had regular access to the community and could engage in meaningful activities, based on the preferences of the people staying at the service at that time. Recent daily notes showed days out to the cinema, bowling, the theatre, and karaoke.

Staff reported they were offered a wide range of training, both face to face and online. Most staff had completed recent equality and diversity training. In addition, a Makaton course tailored to the specific needs of a person was undertaken, improving communication and ensuring the person could express their needs and receive the correct support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were routinely supported with any additional needs, related to religion or culture for example. These were identified during their assessments and plans were put in place to meet people’s needs.

Assessments were being completed for someone who required support to practise their religious beliefs. Management informed us of the support available to facilitate prayer and the plans for food to be prepared and stored in a way that prevented cross contamination with those receiving a regular diet. Management assured us that support plans would be tailored to reflect these needs and that vital information would be disseminated to all staff.

A person who used the service predominantly communicated through British Sign Language due to limited verbal communication. They had been informally teaching staff a basic level of signing. This was something that had been enjoyed by the person and staff alike, demonstrating a tailored approach to their care and a willingness to create better outcomes.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Due to the nature of the service, end of life planning or care was not provided.

The provider worked with people to promote independence and set goals were documented within their care plans. One person was working towards a future living in supported accommodation; staff were supporting them to gradually build their skills for independent living, with personal care and cleaning tasks.

The positive impact of this structured support was evident in the feedback we obtained. One person’s family expressed the pride and excitement their loved one felt after gaining more independence in the kitchen.