The Care Quality Commission
  • Care Home
  • Care home

Archived: Philadelphia House

Penn Grove, Norwich, Norfolk, NR3 3JL (01603) 419175

Provided and run by:
Norse Care (Services) Limited

Important: The provider of this service changed. See old profile

All Inspections

13 December 2013

During a themed inspection looking at Dementia Services

During our inspection we looked at how people were cared for and how staff supported people living with dementia. We spoke with the manager, care coordinator, four staff members, a relative of a person who used the service and two people who used the service living with dementia. We also received seven comment cards from people who used the service, staff and relatives of people who used th service. All the comments we received were complimentary about the service and its staff. One person wrote, 'Care at this home is fantastic.' Another person wrote, 'All the residents at Philadelphia house are treated with love, respect and compassion.'

We found that staff were caring and attentive to people's needs in most cases. We saw that people had enough to eat and had access to snacks throughout the day. We saw that the service arranged activities such as reminiscence, memory games and were working with Age UK on a life history project at the time of our inspection. Although there were no tactile areas throughout the service, they did have reminiscence materials and other objects they used during activities to support people with dementia.

We saw that the service had effective working relationships with other providers and accessed other professionals to support people when this was required. The registered manager told us that in general the hospitals worked well with them to support people who were being admitted or being discharged.

We saw that the service had effective quality assurance processes in place to monitor the dementia care people received.

12 October 2012

During a routine inspection

We spoke with four people living at Philadelphia House and they all expressed satisfaction with the service. One person told us 'I am very happy here' and that the staff were 'always about' if they needed them. Another person commented 'I am always looked after' and that their key worker was 'very good'. Although a third person commented that they 'get looked after very well' they also told us that on occasions, the staff did not come and turn their bedroom light on when it got dark. As this person was receiving care in bed, they were unable to do this for themselves.

We used the Short Observational Framework for Inspection (SOFI) to observe the lunchtime experience. SOFI is a specific way of observing care to help us understand the experiences of people using the service. We saw that staff interacted positively with people allowing them choice and time to make decisions. On the day of our inspection we saw there was a choice of the main lunch meal and dessert. We saw that staff held general conversation with people and that when a person showed signs of not eating their meal staff periodically offered gentle encouragement to the person.

Our observations of the home demonstrated to us that it was clean, mostly free from any unpleasant odours and that infection control practices were in place. For example, we observed staff wearing disposable gloves and aprons.

27 October 2011

During a routine inspection

Throughout the visit on 26 October 2011 we received nothing but positive comments from all the people we spoke with. Comments such as, 'The staff treat me with respect, they always offer choices and they would not enter my room without knocking,' were just some of the many comments mentioned.

One person who chooses to spend all her time in her room told us how supportive the staff were and how they always speak in a courteous manner. We were told the manager always visits the room every week and talks through any day to day concerns. 'Although this is not like home it is the next best thing and I could not ask for better help with my care needs.'

People we spoke with told us how well they are supported with their care. They gave us examples of how they were given the support they needed but also how they were encouraged to be independent. For example two people managed their medication but were overseen by the staff. One of these people told us how they have a clear routine on how this is managed and that staff will always be available if the routine goes wrong.

Throughout this visit we received nothing but praise about the support offered by the staff team. We were told that they were always there when you needed them. If people buzzed for help they did not have to wait long. One person's comment was, 'It does not matter which staff are on duty they are all good and all treat us the same.'

It was quite clear throughout the visit to this home that people who live there were happy and contented with the service offered to them. They gave us examples of how they are involved, included, asked their views, listened to and how they feel able to talk to the manager if they are concerned.