Norwood Guest House

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Right Care

The provider delivered care that was mostly safe, person‑centred, and responsive to people’s individual needs. Staff demonstrated an understanding of people’s preferences, communication needs, and wellbeing, enabling them to promote dignity, independence, and positive outcomes. Care and treatment were generally planned, with assessments supporting continuity and decision‑making, including appropriate use of the Mental Capacity Act. People were involved in their care and supported to access the community. However, improvements were needed to strengthen medicines management, environmental safety arrangements, and the accuracy and accessibility of care information, including ensuring all documents were up to date and available in accessible formats.

Right Culture

The provider promoted a positive, open, and supportive culture in which staff felt valued and confident to raise concerns. Staff described good teamwork and strong relationships with managers, and people and their families spoke positively about the kindness, compassion, and respect shown by staff. Workforce wellbeing was prioritised. The provider demonstrated a commitment to equity by tailoring support to people’s communication, cultural, and future planning needs. While the overall culture supported learning and improvement, enhancements were still needed in governance processes.

Right Support

Staffing levels were appropriate, and staff were suitably trained, knowledgeable, and supported to deliver safe and effective care. Teams worked collaboratively with external partners to ensure continuity and achieve positive outcomes for people. The management team, including the registered manager, were generally viewed positively by both staff and families, who described them as responsive, approachable, and committed to improvement. The provider encouraged feedback and learning, taking timely action when issues were identified during site visits.