Normanhurst Residential Home

“People’s care and support were based on assessments of need, and staff worked with healthcare professionals to respond to changes in people’s health. However, care planning and review processes were not always consistent. Some care plans lacked sufficient detail about people’s preferences and involvement in decision-making, and records did not always demonstrate people were fully involved in managing risks or planning their care. This limited assurance that care was consistently person-centred.”

“Systems were in place to manage safety, including incident reporting, safeguarding processes and infection prevention and control. Leaders promoted an open learning culture and incidents, complaints and safeguarding concerns were recorded reviewed and used to inform learning.”

“The environment was well maintained and appropriate checks were completed to ensure equipment and premises were safe. However, some areas required stronger oversight, including the provision of meaningful activities.”

“The service was led by an approachable and visible management team who were well regarded by staff. Leaders had introduced quality assurance systems and audits, with evidence of reflection and a willingness to improve. However, governance arrangements were not always effective in identifying and addressing shortfalls promptly. Overall, the provider demonstrated a caring and supportive culture, with committed staff and positive relationships: however further work was needed to strengthen person-centred practice, governance systems and outcomes for people using the service.”