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Dell Rose Court

Overall: Good read more about inspection ratings

Northfields, Norwich, Norfolk, NR4 7EL (01603) 457868

Provided and run by:
Norse Care (Services) Limited

Important: The provider of this service changed. See old profile

Latest inspection summary

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Background to this inspection

Updated 19 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed the information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with five people who used the service and five relatives about their experience of the care provided. We also spoke with a healthcare professional, one visitor and seven members of staff including the regional director who represented the provider, the registered manager and five care staff.

We viewed a range of records. This included three people’s care and medication records, two staff files in relation to their supervision and training and a variety of records relating to the management of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We received written feedback from a social professional and three further people using the service. We also viewed data from a recent quality assurance survey.

Overall inspection


Updated 19 February 2020

About the service

Dell Rose Court is an extra-care housing scheme that provides personal care and support to people living in their own flats. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our visit, 27 people were receiving support with their personal care needs.

People’s experience of using this service and what we found

Since our last inspection, improvements had been made to the administration of people’s medicines. Systems were more robust and identified errors quickly, so they could be investigated and rectified. People had received their medicines when they needed them.

The provider and registered manager had robust systems in place to protect people from the risk of abuse and avoidable harm. Risks to people’s safety had been assessed and managed well. There were enough staff to provide people with the care they required. Contingency plans were in place to cover last minute staff absence and these were utilised when needed. When things had gone wrong, the provider, registered manager and staff learnt from this to improve the quality of care people received.

People had been fully involved in the development of their care and support and the care they received met their needs. Staff had received enough training and supervision to ensure people received good quality care. Where required, people received support to eat and drink enough to help maintain their health. Staff also supported people with their healthcare needs and ensured they had access to the appropriate professionals if needed.

People’s consent had been obtained in line with the relevant legislation. Staff had a good knowledge of how to support people if they were not able to consent to the care themselves. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests.

Staff were kind, caring and compassionate. They treated people with dignity and respect and valued their relationship with people. People felt listened to and able to express their views and opinions without fear. Staff encouraged people to be as independent as possible and supported them to participate in their hobbies and interests to enhance their wellbeing.

The provider and manager had instilled a person-centred culture within the service. People were respected and treated as individuals. Their opinions were valued and acted upon. Good leadership was in place. The staff were happy working at the service. The provider and registered manager demonstrated a drive to continually improve the quality of care people received. Good governance processes were in place to assist with this. Strong links with the community had been established and utilised to enhance people’s wellbeing and feelings of inclusion.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 19 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.