Norden House

At the time of the assessment there was no registered manager in place. However, the service was being supported by an interim manager who was in the process of implementing an action plan ,to improve quality assurance processes and health care partnership communication. In the meantime, the provider was carrying out a recruitment process for a new registered manager.

Quality assurance processes relating to call bell system audits were not always effective in identifying issues with the system alerting staff to people’s needs in a timely way.

Healthcare partners highlighted barriers around communication that had the potential to impact on peoples care delivery including when changes to people’s medication were made. The interim manager was working on this area at the time of our assessment.

Trends in medication errors had not always been identified with lessons learned to improve people’s experience.

People were protected and kept safe. There were enough skilled staff to meet people's needs. Staff were kind, caring and supported people in a respectful way.

Staff were able to give suggestions, raise concerns, and told us managers listened to them.

People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs.

People had enough to eat and drink to stay healthy and spoke positively about the quality of the food, one person said, “The food is lovely and the chef asks me what I like and how I like it.”

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends.

The service was accessible to wheelchair users and people with limited mobility. People received fair and equal care and treatment.

The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated. People’s independence was promoted with positive risk taking supported, for example, people had access to hot water in communal areas to make their own drinks with measures in place to protect people at risk of harm.