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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

All Inspections

6 July 2023

During a monthly review of our data

We carried out a review of the data available to us about Green Lane View on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about Green Lane View, you can give feedback on this service.

8 July 2019

During a routine inspection

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

23 November 2016

During a routine inspection

This inspection took place on 23 and 24 November 2016 and was announced.

Green Lane View is a Housing With Care scheme with 30 flats. Care and support is provided to the tenants who live in their own flats. At the time of our inspection there were 27 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe using the service and they were supported by staff who had undergone the appropriate checks to ensure that they were suitable to work for the service. Staff understood what constitutes abuse and knew the procedure they would follow to report any suspicions of abuse. Risks to people’s physical and emotional wellbeing had been identified and steps had been taken to mitigate these risks.

People were supported by appropriately trained staff and there was consistently enough staff to meet people’s care and support needs as defined in their care package.

Staff who supported people with their medicines had received the appropriate training and there was clear guidance for staff to follow regarding the safe handling and administration of people’s medicines. Staff were also regularly assessed to ensure that they were competent in this area.

CQC is required to monitor the Mental Capacity Act (2005) and report on what we find. The service operated within the guidelines of the MCA and where necessary made decisions for people in their best interests. Staff demonstrated a good understanding of the MCA and were able to explain how they gained consent and promoted choice wherever possible.

Where risks had been identified relating to people’s nutritional intake, people worked in accordance with people’s care packages to support people to maintain a healthy nutritional intake.

People’s care and support needs were assessed on a daily basis and where there were concerns regarding a person’s health, people were supported to access relevant healthcare professionals.

People and other relevant people to them were involved in planning and reviewing their care. Staff were caring and had a good understanding of people’s care and support needs.

There was an appropriate complaints procedure in place and people were comfortable in raising a complaint if they needed to.

There were regular meetings for people who used the service where people could put forward any suggestions about how the service could improve.

There were systems in place to monitor and assess the quality of care being delivered and people were also asked to complete an annual survey regarding their care. Steps were taken to address any concerns raised in a timely manner and people were involved in any ongoing development of the service.

17 September 2013

During a routine inspection

People we spoke with living at Green Lane View were complimentary about the service they received. People told us, “They remind me to take my tablets as I can forget.” Another said, “When I needed urgent help in the early hours the staff were unflappable.” A third person told us, "There's so many people to chat to and so much to do I barely watch the television any more."

People had been involved in the recruitment of staff. We were advised that staff were respectful and friendly and ensured that people were as involved in events going on at the service as they wished to be. We were told about the good community spirit which resulted in each person contributing towards a quilt to be presented to HRH Prince Philip who was due to officially open the service.

We looked at the care records of six people, spoke with staff and asked them about the care needs of these individuals. It was evident that they knew the people they supported well and were able to tell us how they supported people. Care records were detailed and regularly reviewed.

Staff training was up to date and staff received regular supervisions and appraisals. Staff we spoke with understood their responsibilities regarding safeguarding and knew what to do if they had any concerns.

The provider had systems in place to monitor and assess the quality of the service provision. The home was well led and the manager had the support of staff and people living at Green Lane View.