Norwood House Nursing Home

Updated 20 January 2024

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 2 inspectors, a regulatory coordinator, 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. A regulatory coordinator made telephone calls to staff.

Service and service type

Norwood House is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Norwood House is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations. At the time of our inspection there was 2 registered managers in post and an additional manager on site.

Notice of inspection

The first day of the inspection was announced. The second day of the inspection was unannounced.

What we did before the 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 (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We looked around the service and observed care and support in communal areas. We spoke with 3 people and 6 relatives about their experiences of the care provided. We spoke with care staff, a nurse, the cook, the deputy manager, the manager and the registered manager. We reviewed records including 8 people’s care records and multiple medication records. We looked at 3 staff files in relation to recruitment, training, and supervision. We also looked at a range of records relating to the management of the home including audits, meeting records and policies.

Updated 20 January 2024

About the service

Norwood House Nursing Home is a residential care home providing accommodation and personal care to up to 31 people. The home provides support to older people and people living with dementia. At the time of our inspection there were 29 people using the service.

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

Risks to people’s health, safety and welfare were not always assessed and monitored safely. People were not always supported to have maximum choice and control of their lives and records did not reflect they were supported in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice. Where people lacked capacity robust best interest assessments were not in place. Accidents and incidents were not always recorded consistently. These shortfalls had not been identified through the provider’s quality assurance systems.

People and relatives praised the standard of care and said staff were kind, caring and attentive. Medicines were managed safely. There were close links with health professionals and other agencies to ensure people's health needs were met and changes responded to promptly. Systems were in place to ensure people were safeguarded from abuse and poor care. The service followed safe infection prevention and control practises.

People’s needs were robustly assessed before they moved into the home. People’s nutritional needs were met. The home and grounds were attractive and well maintained and there had been consideration to ensure the environment supported people living with dementia.

There was a consistent and experienced staff team in place. Recruitment was managed safely and staff received good induction, training, and supervision.

The registered manager and manager provided staff with leadership and promoted an inclusive and supportive team culture. The provider fostered partnership working and being genuinely engaged in the local community. There was an inclusive, warm, and welcoming atmosphere throughout the inspection and a strong emphasis on people receiving person-centred care and having varied positive opportunities.

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 11 October 2018).

Why we inspected

We inspected due to the length of time since the last inspection.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has changed from good to requires improvement based on the findings of this inspection.

We have found evidence that the provider needs to make improvements. Please see the safe and well-led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘All inspection reports and timeline’ link for Norwood House Nursing Home on our website at www.cqc.org.uk.

Enforcement

We have identified breaches in relation to the management of risk, consent to care and good governance arrangements.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.