Archived: Norfolk House

Updated 14 April 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC’s response to the coronavirus pandemic we are looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.

This inspection took place on 18 March 2021 and was announced.

Updated 14 April 2021

About the service

Norfolk House is a residential care home providing personal care to 13 people aged 65 and over at the time of the inspection. The service is registered to support up to 18 people. The house is a large converted property situated in the Springfield area of Wigan close to local amenities.

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

People and relatives were very positive about the home and said that it was safely run. The risks to people were assessed and minimised and people were protected from the risk of abuse. People were supported to take their medicines as required and this was regularly reviewed with the doctor. There were suitable systems for ensuring the home was clean and equipment was safe for use.

Staff worked very closely with other healthcare professionals to ensure that people had the right type of support. Professionals told us the registered manager was highly proactive in ensuring that people had their needs met and had an excellent understanding of best practice. 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 home had very detailed assessments of a person’s mental capacity which were decision specific and the right people were involved in best interested decisions for people who lacked capacity. The policies and systems in the home supported this practice.

People told us staff were kind and caring. Staff supported people to maintain their independence and encourage people to remain mobile. The registered manager, provider and staff knew the people living at Norfolk House very well and had excellent rapport and supporting relationships.

Care plans were very detailed and provided guidance for staff to support people with their care and support needs. These records were maintained and updated as required. People felt able to raise any concerns and make complaints and these were addressed by the registered manager. Staff provided a range of activities based on input from people living at Norfolk House and we observed that people engaged well with these activities. The home accessed a range of activities available within the local community and support people to engage with their individual interests and preferences.

People and their families were very happy and felt the home was being well run. Everyone spoke very highly of the registered manager and felt the home had significantly improved. People were supported by a team of staff who were happy in their jobs and passionate about delivering good quality care. The registered manager completed a range of regular checks on the quality and safety of the service and was committed to driving improvement within the home.

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 21 March 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.