Normanhurst Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service registered under the current legal provider. This key question has been rated good.

This meant people were supported and treated with dignity and respect. However, people were not always involved as partners in their care.

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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff demonstrated respectful and caring interactions and took steps to maintain people’s dignity in day-to-day practice. During the inspection, staff were observed knocking on bedroom doors, using privacy signs appropriately and explaining what they were doing before providing support. People were supported discreetly with personal care.

Observations showed staff communicating at eye level, using a calm and friendly manner, and responding warmly to people’s verbal and non-verbal communication. The environment supported dignity, with personalised bedroom doors and clear visual indicators to respect people’s privacy. Staff training on dignity and respect supported these practices and helped maintain a positive, caring culture. Some people had positive experiences and described staff as kind and attentive. A relative told us their family member was happy and well cared for.

Many people spoke positively about staff attitudes. One person told us “I like to have my door open as I like to see people going by. I can choose to shut it if I wish. They always knock the door.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Care plans were person-centred and reflected people’s strengths and preferences. They included important information about people’s religious beliefs, cultural values and dietary requirements. This enabled staff to provide care that was tailored to each person in line with what mattered to them.

Some people felt staff were beginning to understand them better over time and said, “They’re beginning to know me now.” Observations showed examples of staff offering choices, using people’s preferred language, and demonstrating knowledge of individual interests, such as music preferences.

People’s bedrooms were personalised with photographs and personal items. Staff could describe individual needs, such as supporting people with visual impairment by ensuring lighting was appropriate.

The provider offered a range of group-based activities, as well as one-to-one interactions. This enabled people to engage in ways that suited their preferences and individual sensory needs.

The provider promoted people’s independence, choice and control. People were offered choices, such as what to eat or where to spend time. Some people were supported to take part in everyday tasks, such as folding laundry.

Staff understood people’s rights and supported them to make informed decisions by using communication methods tailored to their individual needs. People told us they could make everyday decisions, such as when to go to bed or what to wear, and staff supported these preferences. Observations showed staff offering choices of activities and items and respecting refusals, which helped promote autonomy.

People were supported to maintain relationships that were important to them. They were able to receive visits from friends and family and encouraged to remain connected with social networks.The provider had assessed the availability of activities in the community, taking into account people’s individuals preferences and interests. This supported people to maintain choice and control over how they spent their time.

Risk assessments were completed to support people to navigate the building safely, particularly where steps could impact their independence. These assessments considered individual needs and enabled people to access the communal areas with appropriate support.

The provider understood people’s needs and responded appropriately when people required support. Systems were in place to ensure people could summon help, including accessible call bells and sensor mats, which were regularly checked and audited.

Staff responded to people’s requests and acted promptly to minimise discomfort, anxiety or distress. Equipment was maintained in good working order, and staff understood how to support people who may have difficulty communicating their needs. These arrangements helped ensure people felt reassured that help would be available when needed.

People told us there was usually staff available and that they could use call bells when needed. People said, “There’s always somebody about” and, “I have a buzzer if I need to call them.” Relatives were confident that staff acted promptly when people were unwell and contacted health professionals appropriately.

Observations showed staff prioritised urgent needs and responded quickly when issues were highlighted, such as providing drinks when a person indicated they had not received one.

The provider cared about and promoted the wellbeing of staff and supported them to deliver person-centred care. Staff described managers as approachable and supportive, and they felt able to raise concerns, request training or discuss their wellbeing. Supervision, training and team briefings were used to share learning and provide support.

The provider recognised staff achievements through informal rewards and supported staff undertaking qualifications. Policies and statements on mental health and wellbeing outlined support available, including flexible working and access to occupational health. This helped staff feel valued and enabled them to provide consistent care to people using the service.