CQC report explained · a residential care home
What the CQC found at Norley Hall Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including PPE, testing, cleaning, visits, admissions and the management of outbreaks. The provider also described measures to reduce the impact of COVID-19-related staffing pressures.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Good
- Are people treated with kindness and dignity?
- Responsive?
- Outstanding
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Good
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, March 2022
Inspected but not rated; inspectors found infection control and visiting arrangements were in place.
This was an announced, targeted inspection on 21 February 2022. Inspectors looked mainly at infection prevention and control, visiting arrangements and whether COVID-19 staffing pressures affected people.
The inspectors were assured that the home was using PPE safely, arranging testing, managing admissions and visits, and keeping its infection control policy up to date. Cleaning schedules covered frequently touched areas, and records showed they were being completed.
The home had a booking system to stagger visits and offered other ways for residents to contact families. The service was inspected but not rated, so this report does not give an overall quality rating or a rated judgement for safe care.
Visiting arrangements
A booking system was used to stagger visitors and visiting times. Other ways to keep in touch included video calls, telephone calls and window visits.
“There was a booking system in place to stagger visitors and visiting times to facilitate safe visiting.” from the report
Support during isolation
The home provided extra activities and ways to contact loved ones to support residents' wellbeing when they were isolated.
“There was good support in place to help maintain people's well-being when being isolated.” from the report
Cleaning records
Cleaning schedules included how often frequently touched areas should be cleaned. Records showed that the schedules were being completed.
“Records showed compliance with the cleaning schedules.” from the report
Infection control
Inspectors were assured that the provider was using PPE safely, arranging testing and keeping its infection prevention and control policy up to date.
“We were assured that the provider was using PPE effectively and safely.” from the report
Inspectors raised no specific concerns in this report.
- 01How does the current booking system work for family visits, and what happens if a family member needs to visit urgently?
- 02What alternatives are available if a resident cannot use video calls, telephone calls or window visits?
- 03How are cleaning schedules for frequently touched areas checked now, and can families see evidence that they are being completed?
- 04What measures are currently in place if COVID-19 causes staff shortages?
- 05How does the home assess and reduce fear or anxiety caused by PPE for residents with limited mental capacity?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19-related staffing pressures; the service was inspected but not rated. This explanation was written from the published report of 15 March 2022 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, December 2019
Norley Hall Care Home was rated Good overall, with exceptionally responsive care and improvements since the previous inspection.
This was an unannounced inspection on 29 and 30 October 2019. Inspectors spoke with people living at the home, relatives, staff and visiting professionals. They observed care and checked care records, medicines records, staff files and management records.
The home was rated Good for being safe, effective, caring and well-led. It was rated Outstanding for being responsive. Inspectors found personalised care, kind staff, safe medicines management, suitable staffing and good support for people's health, food and communication needs.
The rating had improved from Requires Improvement at the previous inspection in November 2018. The provider had fixed earlier problems with medicines, safety checks, staff training, consent and management oversight. No regulations were breached at this inspection.
Personalised care
Care plans included people's histories, interests and wishes. Staff supported people to achieve personal goals and reconnect with activities from their past.
“People received care which was extremely person centred and met their needs.” from the report
Activities and wellbeing
The home offered varied activities and several wellbeing projects. People were supported to take part in community activities and to maintain relationships.
“Wellbeing was at the heart of both the home and the provider's vision.” from the report
Kind and respectful staff
Inspectors saw friendly and dignified interactions. People and relatives said staff were patient, kind and willing to help.
“It was clear staff knew people well and had formed trusting relationships with them.” from the report
Improved safety
The home had corrected earlier problems with medicines, safety checks and risk management. Medicines records were accurate and safety equipment was checked.
“At this inspection improvements had been made and the provider was no longer in breach of regulation 12.” from the report
Improved staff support
Training and supervision were monitored, with overall compliance at 98% or above when inspectors visited. New staff received induction and support.
“Staff received sufficient training and support to ensure they could carry out their roles safely and effectively.” from the report
Inspectors raised no specific concerns in this report.
- 01What changes have been made since the inspection to the quiet lounge, rummage boxes and dress-up wall?
- 02How will you keep medicines records, storage checks and staff competency assessments up to date?
- 03How will you make sure activities are available for people who stay in their rooms or are cared for in bed?
- 04How are my relative's communication needs, food preferences and any modified diet recorded and reviewed?
- 05How will you involve us in recording and reviewing end of life wishes if my relative wants to discuss them?
This was an unannounced planned inspection that looked at all five key questions, the premises and the care provided; it followed a Requires Improvement rating at the previous inspection. This explanation was written from the published report of 5 December 2019 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 Norley Hall Care Home
3 rated inspections over 3 years: the service has held its Good rating throughout.
- March 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- December 2019Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Good
- November 2018Requires improvementdown from GoodSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- November 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2014
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- August 2012
Report published without a new overall rating.
- September 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 27 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.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
At least 100 live-in carers within about an hour of Wigan
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 £980 to £1,260 a week. 92 can care for a couple. 11 years' experience on average.
“Primrose is a very kind and compassionate healthcare professional”
“He developed a close affinity with Terence, spending time talking with him before he retired to bed and looking after his needs during the night.”
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.