Archived: Northview 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 service met people’s needs. At the last inspection we rated this key question outstanding. At this inspection the rating has changed to 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.

Staff made sure people were at the centre of their care and treatment choices. Staff worked in partnership with people to respond to changes in their needs. They knew people well, including those with limited verbal communication, and used this knowledge to tailor support so it reflected individual needs, routines, and preferences. Professionals consistently described the service as person‑centred, flexible, and respectful of individuality. Care plans were detailed and personalised. A staff member said, “We get the residents involved with their care plans and risk assessments by spending time with each resident on a 1-1 basis, asking them questions and for the resident to tell us what they need from us also. We use terms that residents can understand.” People told us staff were kind, caring and knew them well. We observed staff supporting people in an unhurried and respectful way, and relatives consistently described staff as compassionate and attentive to people’s individual needs.

People experienced consistently coordinated care, and staff worked well with external professionals to ensure care remained responsive to people’s changing needs. People’s care records were detailed and person‑centred, supporting staff to understand and meet individual needs. Staff worked proactively with health and social care professionals, who reported strong communication, timely updates, and effective joint working. Professionals told us staff, “Always get in touch when needed” and described the home as responsive, collaborative, and well organised.People received continuity from staff who knew them well and had worked at the home long term. Staff described strong teamwork and shared responsibility for ensuring care was completed consistently, even during busy periods.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received appropriate and accurate information tailored to their needs. Communication plans were in place. Staff understood individual communication preferences and used supportive conversations to build trust. Relatives told us staff kept them updated about people’s wellbeing and any changes in their condition, and helped them feel reassured.

Staff made sure people were listened to and actively involved in shaping their care. They spent time understanding people’s preferences, wishes, and goals, adapting communication where needed to support involvement. Residents’ meetings, one‑to‑one discussions, and regular reviews provided opportunities for people to express views or raise suggestions. People said staff were approachable and responsive. Relatives, advocates, and professionals all told us staff listened carefully and acted on feedback. Staff described how the culture encouraged people to speak up. They said management listened and made changes where appropriate, including adapting menus, reviewing activities, or improving aspects of care planning. This inclusive approach helped people feel respected and able to influence their care.

The management team ensured people had fair access to care, support, and activities. Staff understood the diverse needs of residents, including mental health conditions, acquired brain injuries, and varied communication styles. They adapted approaches to ensure people could access the full range of support and opportunities available. Professionals highlighted the home’s “can‑do” ethos, noting that staff were proactive in helping people access community resources, healthcare, and activities that aligned with their interests and goals. Staff arranged individualised support and encouraged people to participate in both internal and external activities, ensuring nobody was excluded due to their needs or abilities. .

People experienced fair treatment and positive, personalised outcomes regardless of their needs or background. The provider promoted equitable experiences and outcomes for all people using the service. Staff treated people as individuals of equal value and worked in a non‑judgemental, inclusive manner. Professionals consistently described the home as fair, respectful, and supportive of people’s rights.

Staff monitored outcomes through care reviews, risk assessments, and regular engagement with people. They involved residents and families in identifying what good outcomes looked like and supported people to achieve their personal goals, including improving independence, wellbeing, and social engagement. Staff described how they used consistent approaches and clear communication to ensure everyone benefitted equally from support.

Positive outcomes were evident through feedback from professionals who reported improvements in people’s stability, confidence, and quality of life. Staff recognised when people faced disadvantages and took steps to address these proactively.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff made sure planning for the future was proactive, holistic, and centred around what mattered to people. Care plans, risks, and goals were regularly reviewed with people, families, and professionals to make sure plans reflected changing needs or preferences. People were supported to explore aspirations and maintain independence, with staff helping them develop life skills, access community opportunities, or prepare for potential transitions. Staff also made sure people understood their choices and were supported to plan ahead in a way that felt comfortable and personalised. Professionals told us the service responded quickly when future planning was required, providing clear information, coordinating with external agencies, and ensuring people remained central to decisions.