CQC report explained · a residential care home
What the CQC found at Norfolk Road
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risk assessments were detailed and up to date, staffing was sufficient, recruitment checks were completed and medicines were managed safely, although there were minor recording anomalies.
- Effective?
- Good
- This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Caring?
- Good
- This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Responsive?
- Good
- This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Well-led?
- Good
- Managers had systems to monitor quality and safety. Staff and relatives described the management as approachable, supportive and good at communicating.
What inspectors found, December 2023
Rated Good; inspectors found safe, kind and person-centred care, with only minor medicine-recording anomalies.
The inspection took place on 3 and 7 November 2023. One inspector spoke with people living at the home, relatives and staff. They observed support and checked care, medicine, recruitment and management records.
The home was rated Good for Safe and Well-led. Inspectors found enough staff, suitable risk assessments, safe medicine management and effective safeguarding systems. People were supported to make choices and take part in activities they enjoyed.
Staff knew people well and relatives described care as kind and personalised. The home had a positive, open culture and worked with health and social care professionals. There were minor anomalies in some medicine records, but inspectors found no evidence that these affected people.
Personalised support
Staff understood people's preferences, communication and ambitions. People were supported to make choices and develop their independence.
“Staff were knowledgeable about people's preferences, communication and aspirations.” from the report
Meaningful activities
People were offered activities that matched their interests and helped them have fulfilling daily lives.
“The service gave people opportunities to try new activities that enhanced and enriched their lives.” from the report
Safe staffing and risk management
Inspectors found enough staff to keep people safe and support community activities. Risk assessments were current and gave staff clear guidance.
“The provider ensured there were sufficient staff on duty to provide the support people needed.” from the report
Positive relationships
Relatives said staff were kind, welcoming and communicated well. Staff worked with other professionals to support people.
“Relatives described communication with the service as very good.” from the report
Minor medicine-recording anomalies
minorMedicine records were up to date, but a couple of recording anomalies could make checks more complicated. The manager said the records would be amended and streamlined.
“Records of medicines were up to date although there were a couple of minor recording anomalies which might make auditing unnecessarily complex.” from the report
- 01What changes have been made to correct and streamline the medicine records?
- 02How do you check that risk assessments stay up to date as people's needs change?
- 03What activities and community opportunities are currently available for my relative?
- 04How will you continue the planned improvements to the accommodation?
- 05How do you involve relatives and other professionals in decisions about a person's care?
This was an inspection of Safe and Well-led only; the Effective, Caring and Responsive ratings were carried over from the previous inspection in 2018. This explanation was written from the published report of 30 December 2023 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, April 2018
Rated Good; inspectors found safe, kind and personalised care, with only minor record-keeping and maintenance points to improve.
This was an unannounced inspection on 8 March 2018. One inspector observed care, spoke with two people and six staff, checked care and training records, and looked around the home and grounds.
The home supported five people in a property designed for six. Inspectors found enough staff, suitable training, safe medicines management, good risk assessments and appropriate checks on new staff.
People were treated with kindness and respect. Their support plans reflected their wishes, communication needs and interests. People were supported to go out, stay connected with others and be as independent as possible.
The overall rating was Good, and all five areas were rated Good. This was an improvement from Requires Improvement at the previous inspection in September 2016.
Safe staffing
Inspectors found enough staff to meet people's needs, including during a busy lunch period. This addressed a staffing concern from the previous inspection.
“According to the duty rota there were sufficient staff on each shift.” from the report
Personalised support
Support plans were detailed and written around each person's wishes, abilities, routines and communication methods. People and their relatives or advocates were involved where possible.
“The management team had ensured the plans reflected the person centred care that was being delivered.” from the report
Kind and respectful care
Staff knew people well and supported their privacy, dignity, choices and independence. The home also promoted family relationships.
“We observed kind, patient and suitable support being provided.” from the report
Community involvement
People were supported to go out locally, follow their interests and maintain social networks. Inspectors saw people leaving the home during the visit.
“People regularly accessed the community if they chose to do so.” from the report
Learning and oversight
The manager reviewed incidents with staff and made changes to practice. The home used audits and other checks to monitor care and plan improvements.
“This approach of continuous learning helped ensure better quality outcomes for people who used the service.” from the report
Outside maintenance
minorThe home was clean and in good repair overall, but the outside of the building needed some minor attention.
“Communal areas, corridors and bedrooms were clean and in a good state of repair though the exterior did require some minor attention.” from the report
- 01What changes have been made to ensure incident documentation is completed at the time of each event?
- 02What minor work is still needed to the exterior of the home, and when will it be completed?
- 03How will you involve my relative, their family or an advocate in reviewing their support plan?
- 04Which communication methods, activities and community outings would be available for my relative?
- 05How are medicines, risk assessments and staff competencies checked on an ongoing basis?
This was an unannounced inspection of the overall service, including the accommodation and care provided, and all five CQC question areas were assessed. This explanation was written from the published report of 26 April 2018 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 Norfolk Road
3 rated inspections over 7 years: the service has improved, from Requires improvement to Good.
- December 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2018Goodup from Requires improvementSafe: GoodWell-led: Good
- October 2016Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- July 2014
Report published without a new overall rating.
- December 2013
Report published without a new overall rating.
- August 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 20 December 2010.
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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9 live-in carers within about an hour of Cumberland
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.
8 can care for a couple. 9 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.