Norway Lodge Nursing Home

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 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. Wherever possible, people were involved in developing their care and support plans. People’s needs, choices and preferences were identified and recorded and reviewed regularly to ensure any changes required were made in a timely way.

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. People had access and were supported to attend appointments with other services when required, such as GPs and hospitals. The registered manager and staff worked closely with other healthcare professionals when needed and had embedded effective working partnerships with other agencies.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided in an accessible format and in a way which they understood. For people who required it, an advocate was used to help support people to understand information about their care and to help them express their views and wishes. During our inspection we observed staff interacting with people, communication was adapted appropriately to meet individual needs and capabilities. The provider ensured people’s significant others were provided with up-to-date information. An external professional commented, “There appears to be good communication with families, with efforts made to keep them informed and involved where appropriate.”

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. People knew how to give feedback about their care and support and could do so in a range of ways, this included raising concerns. Although people told us they had no cause to complain, they felt confident that if they ever needed to do so, their concerns would be taken seriously and responded to. One person confirmed, “I could approach any of the staff if I had any issues at all.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care records evidenced people accessed support from external professionals when required. We saw people being supported in a timely manner when their support needs had changed.

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. Reasonable adjustments were made and action taken to remove barriers when people found it hard or challenging to use or access services. For example, staff acted as an advocate to other health professionals for people who were not able to communicate verbally.

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. People and their families were supported to make decisions about their preferences for end-of-life care. Staff were aware of people’s wishes and worked alongside palliative care professionals to ensure people experienced comfort, dignity and respect at the end of their life. A relative told us about their positive experience regarding their loved one’s end of life care, “The care was great and staff were so supportive of [Name] and our family and so accommodating. They provided around the clock care and did all they could."