Norbury Crescent

Updated 9 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is 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.

This inspection was carried out by a single inspector who visited Norbury Crescent on 4 October 2018.

Before our inspection we reviewed information we held about the service. This included statutory notifications received from the provider and the Provider Information Return (PIR). The PIR is a form we asked the provider to complete prior to our visit which gives us some key information about the service, including what the service does well, what the service could do better and improvements they plan to make.

During the inspection we spoke with a person using the service, the registered manager, quality assurance manager and a support worker. We looked at three people’s care files and two staff files which included their recruitment records and training certificates.

After the inspection we spoke with the relatives of two people using the service and one care workers to gather their views and experiences of the services. We emailed three health and social care professionals and received feedback from two.

Updated 9 November 2018

We carried out a comprehensive inspection of Norbury Crescent on 4 October 2018. The inspection was announced 48 hours in advance because we needed to ensure the provider or registered manager was available. At our last inspection in September 2017 we rated the service requires improvement. This was because improvements were required to some aspects of medicines management, assessing risks, water safety, involving people in planning their care and quality assurance. At this inspection we found the service had improved and we rated it good overall.

This service is a care home and a domiciliary care agency. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. Norbury Crescent does not provide nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Through the domiciliary care agency Norbury Crescent provides personal care to people living in their own houses and flats and specialist housing. The service provides a service to adults with learning disabilities.

There was one person living in the care home and three people using the domiciliary care agency at the time of our inspection.

There was a registered manager in post. 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.

The provider had improved medicines management and people received their medicines safely. The provider checked staff were competent to administer medicines and audited medicines management to ensure staff followed best practice.

The provider had also improved their risk assessment and care planning processes. Risks to people’s care were reduced as the provider assessed risks and put guidance in place for staff to follow. People were involved in their care plans and care plans set out how people wanted to receive their care.

The leadership of the service improved. The provider had improved their quality assurance processes to check the service was meeting the fundamental standards. Leadership was visible and the registered manager and staff understood their roles and responsibilities.

People and relatives were positive about the staff who provided support. People received consistency of care and staff knew the people they supported. People were supported to do activities they were interested in. The provider gathered feedback from people, staff and professionals and communicated open with them. The provider responded appropriately to concerns and complaints. The care home premises were suitably maintained with a range of health and safety checks so the environment remained safe for people. Staff followed suitable infection control procedures and the care home was clean and free of malodours.

Staff understood the signs people may be being abused and how to respond to keep people safe. Staff received training in safeguarding adults at risk. Staffing levels were suitable to care for people safely. The provider carried out the necessary checks on staff to ensure they were suitable to work at the service. Staff were supported to understand people’s needs with training and supervision and staff felt well supported. People received food and drink of their choice. Staff supported people with their day to day health needs. People received care in line with the Mental Capacity Act 2005 and received choice in relation to their care.