Norlands Nursing Home

The service benefited from strong, visible leadership. Managers were regularly present in the home, led by example and provided support to people, relatives and staff during significant life events.

Effective governance systems monitored quality and safety, and regular audits identified themes, drove improvement and promoted learning. Managers sought feedback from people, relatives and staff and used it to improve the service.

Safe recruitment processes were in place, and staffing levels were regularly reviewed. Staff knew people well, including their needs, preferences and personal histories, which supported consistent, personalised care.

Staff reported having enough time to complete their duties and felt supported by colleagues and managers. They had access to the information needed to support people safely and spoke positively about their roles and the service.

Medicines were largely managed safely. Nurses received appropriate training and competency assessments. We identified minor medicines errors during the assessment. The registered manager responded immediately by introducing daily and weekly monitoring checks, which were fully implemented the same day. The provider later submitted evidence of their effectiveness. A new electronic system had also been procured, and this will further reduce the risk of errors.

Although there had been no recent safeguarding referrals, managers and staff understood safeguarding responsibilities and reporting processes. Staff received regular training and knew how to recognise, respond to and escalate concerns.

People received person-centred care. Care plans reflected individual preferences and were reviewed regularly to ensure they remained up to date. People received home-cooked meals that met their preferences and dietary needs, including well-presented modified diets that supported enjoyment of meals.