Updated 16 March 2019
The inspection: We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: The inspection team consisted of two inspectors and an Expert by Experience who made phone calls to people in their home. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
Norwood House is a domiciliary care agency. It provides care to people living in their own homes or supported living environments.
Not everyone using Norwood House receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. For these people we also take into account any wider social care provided.
The service had a manager who was registered with the Care Quality Commission. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection visit because we needed to be sure that the provider would be available to support the inspection.
The inspection site visit started on 25 and ended on 26 February 2019.
What we did:
Before inspection: We reviewed the information we had received about the service since the last inspection. The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The information provided by the provider was used to plan our inspection and was taken into account when we made judgements in this report. We also sought feedback from the local authority and professionals who work with the service.
During inspection: We looked at three care files, three staff files to review recruitment, training and supervision records. We looked at records of accidents, incidents, complaints and compliments and reviewed audits, quality assurance reports and surveys.
We spoke with the registered manager and four support workers. We spoke with four people who used the service over the telephone and six people face to face.