CQC report explained · a residential care home
What the CQC found at Norwyn House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm, and staff understood their safety needs. The environment was maintained safely, but medicines administration records were not always signed to show who had given the medicine.
- Effective?
- Good
- Staff had the skills and knowledge to meet people's needs. People received support with healthcare, healthy eating, exercise and communication, and the home worked with health professionals.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Staff understood people's communication needs and supported them to make choices and remain as independent as possible.
- Responsive?
- Good
- Care was personalised and reflected people's needs, interests and preferences. People were supported with activities, accessible information, relationships and raising concerns.
- Well-led?
- Good
- The provider and staff worked closely together and used daily handovers and quality checks to manage the home. People and professionals expressed confidence in the leadership.
What inspectors found, April 2019
Norwyn House was rated Good overall; inspectors found kind, personalised care, with a medicines record issue to put right.
This was a planned inspection. An inspector visited on 12 March 2019, spoke with all five people living there, observed staff, and checked care, medicines, recruitment, training and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were treated with dignity, received personalised support, and were helped to stay healthy, active and involved in their communities.
The home remained Good, matching its previous rating published in October 2016. Inspectors found one medicines recording shortfall: records showed medicines had been given, but the record did not show who had given them.
Kind and respectful care
Inspectors found warm relationships and a homely atmosphere. People were treated with dignity and respect.
“People were supported by staff that were caring, compassionate and treated them with dignity and respect.” from the report
Personalised support
Care plans reflected people's individual needs, communication styles, preferences and interests. People were supported to make everyday choices.
“People received person centred care and support based on their individual needs and preferences.” from the report
Support for health
Staff worked with health professionals and encouraged healthy eating, exercise and active lifestyles. Inspectors saw evidence that one person's health and fitness had improved.
“People's health had improved because staff promoted healthy active lifestyles.” from the report
Continuity and trust
The small staff team knew people well and provided continuity of care. People were cared for by staff they knew and trusted.
“This meant people were always cared for by staff they knew and trusted.” from the report
People's involvement
People helped make decisions about their care and the running of the home. They were supported to take part in household tasks and community activities.
“People were consulted and involved in day to day decisions about the running of the home.” from the report
Medicine records
needs fixingRecords showed that medicines had been given, but the administration record was not signed to identify who had given them. The provider said this would be documented in future.
“Although records that medicines were given were maintained, the Medication Administration Records was not signed to confirm who had given them, which the provider said they would document in future.” from the report
- 01How are medicines administration records now checked to make sure they are signed by the person who gives each medicine?
- 02What happens if a medicines record is incomplete or a dose is not recorded?
- 03How will the planned wet room and other accessibility improvements be completed?
- 04How are people's care plans and risk assessments reviewed when their mobility, health or communication needs change?
- 05How can residents and families raise concerns, and how will the home show what action was taken?
This was a planned inspection covering all five CQC questions, with the overall rating and each question rating assessed during the visit. This explanation was written from the published report of 9 April 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.
What inspectors found, October 2016
Norwyn House was rated Good; inspectors found safe, kind and personalised care, with a few record-keeping improvements still needed.
The announced inspection took place on 18 August 2016. One inspector met all four people living at the home, spoke with the provider and a staff member, observed care, and reviewed care records, safety records and staff files. Feedback was also requested from health and social care professionals.
Inspectors rated the home Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. They found enough staff, safe medicines practice, good knowledge of people's needs, kind support and regular activities in the local community.
The home had improved since the previous visit on 21 May 2015. The two earlier breaches, concerning consent and record keeping, had been addressed. Inspectors noted some smaller gaps, including no formal annual staff appraisal system, training records that were not fully up to date, and water temperature checks that were not recorded.
Safe medicines
Medicines were stored securely and records showed they were given safely and on time. The home also recorded the reason for and effect of medicines given when needed.
“People received their medicines in a safe way.” from the report
Staff knew people well
Staff understood people's communication, care and health needs. They provided consistent support and noticed changes in people's mood or wellbeing.
“People had their needs met by staff who had an in-depth knowledge of their communication, care and health needs.” from the report
Personalised activities
People were supported to enjoy hobbies, go out regularly, develop skills and work towards personal goals. Staffing changes had created more opportunities for one-to-one activities.
“People were supported to have a range of interests and activities and accessed their local community regularly.” from the report
Improved care records
Care plans had been improved since the previous inspection. They were updated to reflect people's current needs and included detailed daily information.
“Care plans were regularly updated and accurately reflected people's current care and treatment needs.” from the report
No annual staff appraisals
needs fixingAt the time of the inspection, there was no annual system for reviewing staff performance and development needs. The provider said this would be addressed.
“Currently, there was no annual appraisal system through which staff received feedback on their performance and discussed any future training and development needs.” from the report
Training records
needs fixingStaff had completed relevant training, but the staff records did not fully show the training undertaken. Ask how this is now monitored.
“although staff records were not kept up to date about the training staff had undertaken.” from the report
Water checks not recorded
minorWater temperatures were checked before bathing, but the checks were not written down. This was a record-keeping gap rather than a reported incident of harm.
“A thermometer was used to check water temperatures before bathing, although these checks were not recorded.” from the report
- 01How are annual staff appraisals now completed and recorded?
- 02How do you check that staff training records are complete and up to date?
- 03How are water temperatures checked and recorded before bathing?
- 04How will you continue supporting people to build independence and take part in local activities?
- 05How are people's views recorded and used when care plans, menus and activities are reviewed?
This was an announced comprehensive inspection covering all five questions and the overall rating; the previous consent and record-keeping breaches were checked and found to have been addressed. This explanation was written from the published report of 4 October 2016 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 Norwyn House
3 rated inspections over 4 years: the service has improved, from Requires improvement to Good.
- April 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2015Requires improvementSafe: GoodEffective: Requires improvementCaring: GoodResponsive: Requires improvementWell-led: Good
- March 2014
Report published without a new overall rating.
- July 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 15 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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Most charge £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
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