All inspections: Norwood Grange EMI Care Home

People with dementia are not always able to tell us about their experiences, so we have used a formal way to observe people in this inspection to help us understand. We call this the 'Short Observational Framework for Inspection' (SOFI). Overall we found staff interactions with people were warm and positive with care staff demonstrating knowledge of people's preferences and needs.

We talked to one person using the service who was able to communicate with us. They described staff members as 'lovely' and talked about the different activities available and how they enjoyed them. We talked to two relatives during our inspection. One relative told us '[The] current regime of staff I really like them'. They explained they were always kept up to date about their family member's care and thought the food looked good. Another relative told us their parent 'gets on really well with staff'.

Some people were not able to share their views with us about their experience of living at Norwood Grange. However, it was clear during our observations that peoples' needs were being met. One person told us: 'It's nice here, I don't have any complaints. The carers and staff are nice and kind.' Another person told us: 'We are alright here, we are all well looked after.' People said the home looked and smelled clean and fresh. One person said: 'It is always clean and smells nice.' People, who were able to comment, said they felt the service was run in a well organised way and that their views were sought and acted upon.

On the site visit we conducted 14 July 2011 we found most people living at the home had complex needs and were not able to verbally communicate their views and experiences to us. Due to this we used a formal way to observe people in this review to help us understand how their needs were supported. We call this the 'Short Observational Framework for Inspection (SOFI). Overall, throughout our SOFI observation, we found that although people's needs were generally being met, some staff did not have the necessary skills to support people adequately.

We were also able to talk to one resident who said:

'Lovely here'.

'Staff are so kind'.

'They look after me and turn me in the night so I don't get pressure sores'.

We talked to two relatives together and they said:

'Staff lovely'staff more caring'come every 2 weeks now as less worried';

'Trips out now'activities now happening';

'Laundry improved'rooms cleaner';

'Atmosphere is A1';

'Really looked after';

'Staff really kind';

'Enough staff [felt numbers had increased]';

'Talk to staff [who] keep us informed what going on'.

Archived: Norwood Grange EMI Care Home

All Inspections

25 April 2012

During a routine inspection

8 November 2011

During an inspection looking at part of the service

14 July 2011

During an inspection in response to concerns