Normanhurst Residential Home

Updated 20 December 2018

The inspection:

• We carried out our inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. Our inspection checked whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

• Our inspection was completed by one adult social care inspector and an expert-by-experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service. Our expert-by-experience was familiar with the care of older adults in residential care homes.

Service and service type:

• Normanhurst Residential Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement.

• CQC regulates both the premises and the care provided, and both were looked at during this inspection.

• The service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. At the time of our inspection, a manager was registered with us.

Notice of inspection:

• Our inspection was unannounced.

• The inspection site visit occurred on 13 November 2018.

What we did:

• Our inspection was informed by evidence we already held about the service. We also checked for feedback we received from members of the public, local authorities and clinical commissioning groups (CCGs). We checked records held by Companies House, the Food Standards Agency and the Information Commissioner’s Office (ICO).

• We asked the service to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

• We spoke with four people and three relatives.

• We spoke with the provider, registered manager, three care workers, activities coordinator and cook.

• We reviewed three people’s care records, a staff personnel file, two medicines administration records and other records about the management of the service.

• We asked the provider to send us further information after our inspection. This was received and used as evidence for our ratings.

Updated 20 December 2018

About the service:

• The service is in a residential area of Maidenhead and close to the town centre.

• The service provides accommodation and personal care to older adults, some of whom have early stages of dementia. The care home can accommodate 23 people in one adapted building.

• This is the only location that the provider operates.

• At the time of our inspection, 19 people used the service and there were 17 staff employed.

People’s experience of using this service:

• The service continued to provide safe, compassionate and well-led care.

• People liked living at the service.

• There was a homely atmosphere and the staff enjoyed caring for people.

• The providers were actively involved the day-to-day operation of the care home, including the provision of personal care to people.

• People were protected against abuse, neglect and discrimination. Staff ensured people’s safety and acted when necessary to prevent any harm.

• Staff knew people well. They had developed good relationships with people. People clearly enjoyed the presence and attention from the staff.

• People were assisted to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems at the service supported this practice.

• People had an active say in how the service was operated and managed.

• People’s care was personalised to their individual needs.

• Appropriate governance processes were in place to ensure high quality care.

• The service met the characteristics for a rating of “good” in all key questions.

• More information is in the full report.

Rating at last inspection:

• At our last inspection, the service was rated “good”. Our last report was published on 11 May 2016.

Why we inspected:

• This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

Follow up:

• We will continue to monitor the service to ensure that people received safe, high quality care. Further inspections will be planned for future dates. We made some recommendations within our report, which we will check at our next inspection.