CQC report explained · a residential care home
What the CQC found at Nightingale Lodge
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found sufficient staffing, suitable risk assessments, safe medicines arrangements and effective infection prevention measures. Staff knew how to report safeguarding concerns and respond to emergencies.
- Effective?
- Good
- People's needs, wishes and preferences were assessed and included in care plans. Staff had comprehensive training, and people received suitable food, healthcare support and help with consent and capacity decisions.
- Caring?
- Outstanding
- Staff treated people with exceptional kindness, respect and compassion. They understood people's histories and supported their dignity, independence, emotional wellbeing and personal choices.
- Responsive?
- Outstanding
- Care and activities were highly personalised. The home supported relationships, communication, faith, interests and end of life wishes, including during COVID-19 restrictions.
- Well-led?
- Outstanding
- The home had strong, person-centred leadership and an open culture. Managers used feedback, audits and shared learning to improve care, and this rating improved from Good at the previous inspection.
What inspectors found, October 2021
Rated Outstanding overall; inspectors found exceptionally caring, responsive and well-led support, with safe and effective care rated Good.
Inspectors visited without notice on 18 August 2021. They spoke with two people, staff, relatives and health professionals. They observed care, checked records and reviewed infection prevention measures.
The home was supporting 24 people, although it could support up to 29. Inspectors found enough staff, safe medicines systems, suitable risk assessments and effective infection control. People received personalised care, good food and appropriate health support.
Care, responsiveness and leadership were rated Outstanding. Staff knew people very well and supported their interests, independence, communication and end of life wishes. The overall Outstanding rating was unchanged from the previous inspection in 2019. Well-led improved from Good to Outstanding.
Personalised care
Staff built their support around each person's life history, interests, preferences and communication needs. Care plans were detailed and regularly used to guide meaningful support.
“Care plans were detailed, and person centred so staff knew people well.” from the report
Kind and respectful staff
People and relatives consistently described staff as kind, caring and respectful. Inspectors saw staff supporting dignity, independence and emotional wellbeing.
“Without exception, staff demonstrated respect, caring and integrity.” from the report
Activities and relationships
Activities were adapted to individual interests and abilities, including one-to-one sessions for people in their rooms. The home also worked hard to maintain family contact during COVID-19.
“The inclusive culture and atmosphere meant activities were driven and chosen by people and staff responded and supported these.” from the report
End of life support
The home supported people to remain in familiar surroundings and involved them and their families in detailed planning about their final care and wishes.
“The service provided an exceptional level of care and support for people who were at the end of their lives.” from the report
Strong leadership
Inspectors found committed leadership, good staff support and systems for checking quality and learning from incidents, concerns and feedback.
“The registered manager had an overarching governance system to ensure that good quality care and support was provided, as part of their approach to continuous improvement.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you assess and update my relative's care plan as their health, mobility or communication needs change?
- 02How do you make sure medicines are given safely and at the right times, including any medicines taken only when needed?
- 03How would you support my relative to keep in touch with family, follow their faith and continue their interests?
- 04How do you involve people and their families in end of life planning and personal wishes?
- 05How do you use feedback, incidents and complaints to make changes to the care provided?
This was an unannounced inspection of all five key questions, including infection prevention and control, and the report says the home and the care provided were both looked at. This explanation was written from the published report of 21 October 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, March 2021
Nightingale Lodge was inspected but not rated; inspectors found strong COVID-19 infection prevention arrangements.
This was an announced, targeted inspection on 8 February 2021. It looked at how the home was prepared to prevent and control COVID-19 infections.
Inspectors found good practice. People were screened twice a day, staff and residents were tested regularly, and visitors had temperature checks, testing and clear instructions.
The home had arrangements for isolation, personal protective equipment, social distancing and safer visiting. Inspectors were assured about all the infection prevention areas they checked.
The home was not given an overall quality rating. The Safe question was inspected but not rated, and the other areas of care were not assessed in this inspection.
Health monitoring
The home recorded observations about people's health and shared them with healthcare professionals. People were screened twice a day for COVID-19 symptoms.
“People were screened twice a day for COVID-19 symptoms.” from the report
Visitor safety
Visitors had their temperature checked and recorded, were tested, and received clear information about infection control rules.
“Information and instructions for visitors were clearly displayed and explained in person.” from the report
Testing and PPE
Staff and residents were tested regularly. Inspectors also found that staff were following personal protective equipment and social distancing guidance.
“Staff were adhering to personal protective equipment (PPE) and social distancing guidance.” from the report
Isolation arrangements
The home had clear procedures for people who had COVID-19 or were newly admitted and needed to isolate.
“This effectively reduced the risks of transmission of COVID-19 within the home.” from the report
Family contact
People could keep in touch with relatives by phone, video call, garden visits and window visits. Indoor end-of-life visits were also arranged.
“People were supported to speak to their families on the phone or via video call.” from the report
Inspectors raised no specific concerns in this report.
- 01How have your COVID-19 testing arrangements for residents, staff and visitors changed since this inspection?
- 02What infection control checks are now carried out when visitors enter the home?
- 03How would you support my relative if they needed to isolate after admission or illness?
- 04What visiting arrangements are currently available, including for people receiving end-of-life care?
- 05Can you show me the latest inspection or assessment covering caring, responsiveness and how the home is led?
This was an announced, targeted inspection of infection prevention and control during the COVID-19 pandemic; it did not assess the other key questions or give an overall rating. This explanation was written from the published report of 2 March 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Nightingale Lodge
3 rated inspections over 5 years: the service has improved, from Good to Outstanding.
- October 2021Outstandingcurrent ratingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- March 2021Inspected but not ratedSafe: Inspected but not rated
- November 2019Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- January 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2013
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- June 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 18 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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13 live-in carers within about an hour of Norfolk
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £990 to £1,120 a week. 9 can care for a couple. 14 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.