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Green Lane View

Overall: Good read more about inspection ratings

St Michaels Avenue, Aylsham, Norfolk, NR11 6GA (01263) 733171

Provided and run by:
Norse Care (Services) Limited

Latest inspection summary

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Background to this inspection

Updated 9 August 2019

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 bought or 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.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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 of this information to plan our inspection.

During the inspection

We spoke with six people who used the service and three relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, a team leader, two care assistants and an activity worker. We also spoke with a district nurse.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We reviewed some additional evidence sent to us by the provider and we spoke to a district nurse about the service.

Overall inspection


Updated 9 August 2019

About the service

Green Lane View is a housing with care service that provides personal care to people living in their own flats. There are 30 flats in the service and at the time of the inspection 29 people were receiving support. 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.

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

Every aspect of the service was person-centred and staff were passionate about promoting people’s wellbeing by taking a truly holistic approach to their care. End of Life care and support was exceptional. Staff responded extremely well to changes in people’s needs and the service actively helped people avoid social isolation. People and relatives had confidence that any issues would be quickly resolved.

People received care from very kind and thoughtful staff, with whom they had built close and trusting relationships. People were encouraged to have a voice and staff took great care to ensure they felt able and comfortable to communicate their views. This ensured they were always involved in discussions and decisions relating to their care. People were empowered to live their lives as independently as possible and always treated respectfully by staff.

The registered manager demonstrated very good leadership and instilled a caring and inclusive culture of care delivery. People, relatives and staff were all extremely positive about the service. There were effective quality management processes in place and service development and continuous improvement was embraced. Engagement with stakeholders and across the community was strong.

Staff training was very good and leads in designated care areas ensured people received high standards of care. This included nutritional and hydration support and input from health care professionals when needed. 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; the policies and systems in the service supported this practice.

Staff ensured people were always provided with care that kept them safe. Staff knew how to manage any potential risks to people using the service. Medication management was effectively monitored and there was evidence that any incidents, or near misses were thoroughly recorded, investigated and acted upon. Lessons were learnt in relation to safety incidents.

Rating at last inspection

The last rating for this service was Good (published February 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.

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