The Care Quality Commission

Archived: Lancaster House

37 Lancaster Avenue, West Norwood, London, SE27 9EL (020) 8670 6960

Provided and run by:
Astra Homes Limited

All Inspections

4 April 2013

During a routine inspection

We spoke to five people who use the service, two staff members and the manager during this unannounced visit. A number of people were unable to talk with us but staff assisted by advising on the most appropriate communication tools that enabled people to share their views. All of the people expressed their satisfaction with the care and support they received, and that staff treated them with dignity and respect.

One person told us 'I'm very comfortable in my lovely bedroom here' and another individual said 'I'm satisfied with my support and find that staff are kind'.

A person described staff as "helpful and pleasant and familiar with their needs", another person told us 'they valued having staff present and available 24 hours a day'.

A person told us "staff are thoughtful and try to get me involved in social activities, but they respect my wishes too when I choose not to engage in activities".

We spoke with two care managers from the local authority, they told us of the benefits experienced by people using the service, they said, "staff are familiar to people, they understand how to support individuals and they respond accordingly, this provides the stability and reassurance that people value".

3 December 2012

During a routine inspection

We met with six of the people using the service. A number of them were unable to talk with us but staff assisted by advising on the most appropriate communication tools that enabled people to share their views. Four people expressed satisfaction with the care and support they received and enjoyed living in the home.

A person told us that they enjoyed their time in the home they said "people respect my wishes, I like my comfortable bedroom and enjoy watching my favourite movies".

Two relatives spoken with described the environment as caring and supportive.

A care manager from the local authority told us of the positive outcomes for a person they placed at the home, they said "staff were responsive and skilled, they helped the person settle in their new home and were competent to meet their needs".

A relative said "Staff appear experienced and caring which gives us as a family confidence in the home".

We saw that staff were enthusiastic about supporting people with their communication needs and pursuing lifestyles of their own choosing.

Despite the positive outcomes for people using the service staffing levels were not always appropriate and staff worked for long periods without a break. Record keeping had some inconsistencies which staff felt were contributed to insufficient staffing levels.

During a check to make sure that the improvements required had been made

On our visit to this home on March 10th we found that there were areas of non compliance. We have received evidence from the provider that these issues have been addressed and that the home is now compliant. On this occasion we did not visit the home or speak to people who use the service.

10, 21 March 2011

During a routine inspection

The service is newly registered; with just three people living in the home.

People told us that they enjoy living at this home; they said that Lancaster House was a lovely, pleasant place to live and that the personal and communal accommodation was excellent.

People find that the environment is warm and supportive with dignity and freedom promoted.

We heard that the meals offered are of good quality and prepared to suit individual tastes.

Meetings between people using the service are encouraged and facilitated to enable them have their say in how the service is run.