Norton Lodge

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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans had been significantly improved; however, the improvements had been focused on the information relating to risk to people and less focused on recording people’s personal history and life journeys. This information was important for staff to know how to better support people. In a small number of examples, care plans referred to people in the wrong gender. The manager told us they were aware ongoing improvements were still needed. Family members told us they had noted positive changes in people’s care. People told us they were generally happy with the care they received. One person commented, “As far as I’m concerned everything is okeydokey.”

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 to healthcare when needed. Healthcare professionals told us working relationships had greatly improved since the new manager had come into post and people were receiving consistent care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The availability of up to date and accessible information had improved. For example, menus were visible and up to date and information was visible to people, visitors and staff about safeguarding information, how to whistle blow concerns or raise a complaint.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints policy and information on how to complain was displayed and available through the literature available about the service. Records were maintained of formal complaints, and the actions taken. People knew how to raise a complaint about the service or share feedback. We were told, “I tell my worries to my sister and the manager. I think [Name] would do something about it” and “If there was something I was unhappy about the I would tell the staff.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records were maintained when people accessed support from other services and any outcomes were recorded. Recently improved partnership working ensured other agencies worked with the staff team to ensure people received safe and consistent care.

Staff and leaders did not always actively listen to information about people who were most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. One person’s visitors expressed concerns about their finances and felt they had to repeatedly raise their request for assistance in this matter from the provider. We raised this with the manager who did take immediate action to support the person. Another family member told us they visited regularly to ensure their loved one was not at risk of neglect. We discussed with, and the management team conceded there was still further work needed to improve and embed trust and confidence with people and family members at Norton Lodge following our last assessment. Other people did speak positively about the support they received to improve their life experiences and outcomes. For example, one person described how they had been supported by staff to be assessed for a new wheelchair which would enhance their independence and enable them to access the local community more easily. Staff told us they felt people’s care had improved in recent months which had reduced the risk of social isolation. One staff member said, “I think the residents have come on in the last few months. [Name] has come out of their room and seems to be integrated and participating and getting involved with other residents more.”

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. Some people had shared details about their plans for the future. This included end of life care wishes and whether they had chosen to have a do not attempt cardiopulmonary resuscitation (DNACPR) order in place. Where people had shared their wishes and feelings regarding their care at the end of life, this was recorded. Since our last assessment some people had been successfully supported to move on from Norton Lodge to more appropriate, and in one case independent care provision.