Norway Lodge Nursing 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 were treated with dignity, kindness and respect during interactions with staff. This was reflected in the feedback from people and their relatives. People told us staff were supportive and cared about them. Comments from people included, “I love all the staff. I am happy and I love it here,” and “I get on well with the staff, they are kind and caring. I couldn’t ask for better and I love them all.”

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 were supported to direct their own care and support whenever they could. People were supported to maintain their relationships with family and friends. Visitors to the home were encouraged and made to feel welcome.

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 encouraged to maintain and develop their independence over their care and well-being. Staff knew people well and understood people’s care and support needs, wishes and choices, helping to enable people to exercise choice and control. An external professional told us, “People have choices in their day-to-day support and are encouraged to express their preferences.”

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. Staff had built up trusting relationships with the people they supported, so people received timely and consistent care from familiar staff who understood their needs. Staff noticed when people were in discomfort or distress and took swift action to provide comfort and support. One person told us, “When I ring the buzzer, staff come quickly.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider ensured staff had the time and support they needed to support people in a person-centred way. Support for staff included training, supervision and rota arrangements. Staff we spoke with told us they were happy in their role. One member of staff commented, “I am happy in my job and have no problems at all. Anything that I need I ask for and I get it."