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Inspection on 24/01/08 for Norwood House Nursing Home

Also see our care home review for Norwood House Nursing Home for more information

This inspection was carried out on 24th January 2008.

CSCI found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

People come to live at the home after their needs are assessed this ensures that the home can meet their needs. People told us "staff are kind and very helpful." Their relatives told us ;"The care she has received at Norwood has been quite outstanding, The staff are very caring and considerate and ensure mum`s dignity is maintained and that she is happy and comfortable" and "We have been very impressed by the care mother receives at Norwood and the whole family are grateful for their continuing care and support" Visitors are encouraged and made welcome. This helps people maintain contact with family and friends. People who live at the home have regular meetings and have been able to make changes so that their needs are met. The home has received a 5 star award for hygiene from the Environmental health department this reassures people and their families that the home is clean and hygienic.

What has improved since the last inspection?

Medication supply, checks and recordkeeping have been improved to help make sure people get the medication they need. The number of profiling beds has been increased which means more comfort for people who are nursed in bed. A level access patio area has been created and a Nintendo wii games console purchased which means people have access to a wider range of activities. Staff training has been provided in more specialist topics for example dementia care and challenging behaviour, adult protection, health and safety, fire, infection control, catheter management, stoma care. This will improve the quality of care people receive.

What the care home could do better:

CARE HOMES FOR OLDER PEOPLE Norwood House Nursing Home Greenthwaite Close High Spring Gardens Keighley West Yorkshire BD20 6DZ Lead Inspector Sughra Nazir Key Unannounced Inspection 24th January 2008 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Norwood House Nursing Home Address Greenthwaite Close High Spring Gardens Keighley West Yorkshire BD20 6DZ 01535 602137 01535 692017 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Norwood House Nursing Home Limited Susan Eileen Cutts Care Home 31 Category(ies) of Dementia (15), Old age, not falling within any registration, with number other category (31), Physical disability (31) of places Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home with nursing - Code N To service users of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Physical disability - Code PD Dementia - Code DE (maximum number of places: 15) The maximum number of service users who can be accommodated is 31. 23rd March 2007 2. Date of last inspection Brief Description of the Service: Norwood House is a large period property standing in its own private grounds. It is located on the hillside above Utley and about a mile from Keighley town centre. The home has had two extensions added to it, which are in keeping with the style of the original building. The gardens and patio are accessible to people with mobility problems areas. Car parking is available. Accommodation is provided mainly in single rooms, Many of which have ensuite facilities. There are some shared rooms without en-suites. Communal lounges and a dining room are provided on the ground floor, with a large conservatory at the front of the house, overlooking the gardens. The home is registered to provide personal care with nursing for people over the age of 65 and for people over the age of 50 with physical disability or dementia. Information about the services provided by the home are provided to interested parties in the form of a brochure/Service User Guide. Copies of this and the last inspection report are available from the home. Fees payable depend on assessments and levels of care needed and range from £505.66 to £605.64This information was provided by the home on 19th February 2008 Items not covered by the fee include newspapers, hairdressing and chiropody Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. In April 2006 the Commission for Social Care Inspection (CSCI) made some changes to the way in which care services are inspected. Care services are now judged against outcome groups. The inspection report is divided into separate sections for each outcome group for example “Choice of Home”. An overall judgement is made for each outcome group based on the findings of the inspection. The judgements reflect how well the service delivers outcomes to the people using the service. The judgement categories are “excellent”, “good”, “adequate” and “poor”. The judgements are recorded within the main body of this report. More detailed information about these changes is available on our website – www.csci.org.uk This report is based on information gathered in a number of ways. • • A review of the information held on the home’s file since its last inspection. Information sent to us by the registered provider in a document called the Annual Quality Assurance Assessment (AQAA). This tell us what the home does well, what improvements they have made and what they could do better. Nine surveys sent back to us by people who live at the home, two forms returned by relatives and five survey forms returned by healthcare professionals. An unannounced visit to the home, which lasted about seven hours. This visit included a tour of the premises and talking to people who live at the home, their friends/relatives, staff and management. We also looked at menus, staff rotas, and people’s care plans and watched staff looking after people. • • • What the service does well: People come to live at the home after their needs are assessed this ensures that the home can meet their needs. People told us “staff are kind and very helpful.” Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 6 Their relatives told us ;“The care she has received at Norwood has been quite outstanding, The staff are very caring and considerate and ensure mum’s dignity is maintained and that she is happy and comfortable” and “We have been very impressed by the care mother receives at Norwood and the whole family are grateful for their continuing care and support” Visitors are encouraged and made welcome. This helps people maintain contact with family and friends. People who live at the home have regular meetings and have been able to make changes so that their needs are met. The home has received a 5 star award for hygiene from the Environmental health department this reassures people and their families that the home is clean and hygienic. What has improved since the last inspection? What they could do better: To make sure that people receive the care they need the home should make sure that • Care plans and medication records are kept up-to-date • All remaining staff attend training on abuse awareness and adult protection dementia care and challenging behaviour. Training needs are kept under review and that nurses receive updates on person centred care planning. • A manager is appointed as soon as possible • All staff have regular supervision to make sure that any training needs are identified and practice issues discussed. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3. The home does not provide intermediate care. Quality in this outcome area is good. People who are coming to live at the home have their needs assessed prior to admission to make sure that the service can deliver the care they need. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Information the home sent us tells us that they carry out an assessment of people’s needs before they come to stay. Trial visits are offered and people and their relatives or friends are encouraged to visit the home over a mealtime so they have a better idea of what the home can offer. Surveys we received from people who live at the home told us they received the information they needed to help them make their decision. All the files we looked at contained a detailed assessment of people’s needs. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 and 11 Quality in this outcome area is good. People’s personal and healthcare needs are met. Continuing to improve documentation will mean that the home can be sure that it is meeting everyone’s needs all the time. This judgement has been made using available evidence including a visit to this service. EVIDENCE: In surveys about people’s care, their relatives told us ;“The care she has received at Norwood has been quite outstanding, The staff are very caring and considerate and ensure mum’s dignity is maintained and that she is happy and comfortable”….“We have been very impressed by the care mother receives at Norwood and the whole family are grateful for their continuing care and support” One relative said in their survey that “the home does supply a happy and secure home” for their relative but that they wanted their relative to follow a stricter diet, be assessed for a wheelchair and keep their leg off the floor. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 11 When we looked at this person’s file we found that there was a recent referral to wheelchair services and that the care plan included details regarding diet and keeping feet up. The person had himself or herself expressed a wish not to follow a stricter diet and this wish was recorded in their file. People are encouraged to meet their own needs. We saw high contrast signs on bathroom doors and equipment such as easy grip taps and specialist cutlery which allow people to meet their own needs independently We looked at 4 care plans in detail. These contained • A photograph of the person and a written Life history • Preadmission assessment • Nutrition risk assessment • Falls risk assessment • Continence aid and equipment requirements • Personal care needs in some detail for example, arrangements for bedbath, mouth care, “skin washed and dried” “clean clothes daily, hair combed twice daily” “Staff to chat and interact whilst washing and feeding.” • Recorded individual preferences likes dislikes and choices for example waking times preferred breakfast times and “ needs a low fat diet but does not want to go on a diet” • Some information about religious and spiritual needs • Advanced care plan agreed with family for end of life care. We spoke to staff about improving care records further by adding more information about social interests and recording where care plans other than end of life plans had been agreed with people or their families. People are able to maintain registration with their usual General Practitioner as long as the G.P. is in agreement. Healthcare needs are monitored and appropriate action and intervention taken. Examples seen on care files include referrals to wheelchair services and involvement of community physiotherapists. One healthcare professional in their survey told us “The nursing home does initiate contact with the Speech and Language therapy service when they are concerned about a client’s communication or swallowing difficulties. They usually act on advice given” The home has policies for the receipt, storage and handling of medication. The Nomad boxes are now delivered weekly in their secure cassettes. Medication records were generally up to date, any gaps we saw were brought to the attention of the acting manager. Senior staff carry out random checks on records and provide feedback to staff. All nurses have been re-issued with guidelines for the administration of medicines and records and record keeping. The acting manager said that all staff were aware that recordkeeping must Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 12 continue to improve so that staff can make sure that people’s medical needs and health and well being are not put at risk. Healthcare professionals who sent us surveys back said staff “always seemed respectful of individual patients and families.” We saw that people received visitors in the privacy of their own bedrooms and that staff knocked on doors before entering. The home is part of the Gold Standards Framework for providing quality end of life care to people. As part of this process all residents have detailed end of life care plans in place, which cover what their and their relatives preferences are for their care needs when they reach this time. This is very good practice. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is excellent. People spend their time how they like and their social needs are well met through a wide range of activities. They receive the food they like and need. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There is a weekly activity programme that includes exercise, in-house games and quizzes, massage and aromatherapy, handicrafts, music and entertainers. On the day of the visit we saw one person was playing ten-pin bowling assisted by a member of staff whilst other people watched and cheered. The innovative use of a Nintendo wii games console gives people with limited mobility the opportunity to experience new, varied and stimulating activities such as bowling and tennis. This is excellent practice We saw minutes of meetings with people who live at the home which show that they are asked about meals, and activities. Individual preferences are identified in care plans and met for example; a person with an interest in trains Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 14 has a rail magazine purchased and has pictures of trains displayed around their room. We saw that one person who spends all their time in bed had pictures of birds displayed all the way round the room. This shows their needs for stimulation have been taken into account and is good practice. There are regular church and communion services at the home. The owners told us the home operates an open visiting culture. We saw visitors coming in throughout the day. It was clear they had good relationships with the staff. They said that they felt welcome and were offered refreshments. They said the atmosphere in the home was always warm, friendly and welcoming. The cook told us that a nutritional assessment is passed to the kitchen the day before the person moves in. One healthcare professional who sent us a survey form back told us, “Because it is a fairly small nursing home it is able to cater quite individually to client’s needs. The kitchen staff do a good job in preparing modified diets for people with swallowing difficulties. The care staff do have a good idea of the clients as individuals.” We saw lunch being served. People got the help they needed. People had a choice of braising steak with vegetables or sweet and sour chicken with rice. After the meal people said “the sweet and sour chicken was gorgeous”, “food is ok” One person said that their food was cold. In surveys people told us that they usually liked the food. One person said that they “Like most thing served/offered” The evidence we saw of the home meeting individual needs included;• all meals were served directly from the kitchen on trays labelled with people’s names. This helps staff make sure that people’s likes dislikes, portion sizes, food textures and specialist cutlery and crockery needs are taken care of. • New circular dining tables to encourage conversation and allow people who use wheelchairs to sit at the table for meals. • Staff encouraged to switch tvs off whilst assisting people with eating, this encourages more conversation and interaction. The home has been awarded 5 stars by the local environmental health department for hygiene. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good People’s complaints are listened to and acted upon. Making sure all staff are trained in adult protection will mean that people are protected more fully from abuse. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A complaints procedure is in place that is clear and easy to follow. A copy is included in the home’s brochure and displayed on the home’s notice board. In surveys people told us that they knew who to speak to if they were not happy. There have been five complaints to the Commission since the last inspection about care-related issues. Records showed that these had all been responded to and appropriate action as needed. Adult protection policies and procedures are in place, including the local authority adult protection procedures. Most of the staff including domestic staff have had training on adult protection. Further training is planned. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is excellent People live in a home that is clean and meets their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We saw that the home was clean tidy and fresh with no bad odours. Rooms are personalised to reflect interests and abilities for example, basins with easy grip taps. There are thermometers in bedrooms, which help staff make sure that comfortable temperatures are maintained. External seating areas are accessible for wheelchair users. All areas of the home seen were clean, tidy and fresh with no bad odours. Good infection control practices were seen such as staff wearing disposable aprons, using disposable gloves and domestic staff used colour coordinated cloths and equipment for different areas of the home such as toilets or bedrooms. The home received 5 stars from the local environmental health department for its hygiene. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. People receive care from staff that are recruited through robust procedures. Staff training is good but more training in dementia care and challenging behaviour will mean that people get the care they need from all staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Two surveys we received told us that there had been staffing problems at the home since the previous owners and manager left. We know this has not affected the quality of care people receive, as one health professional said “Staff are keen to support the treatment of their residents.” People who live at the home told us that “Staff always very helpful” and “all staff are kind and helpful, although busy they always assist.” The new computerised call system helps the owners make sure there are no delays in responding to requests for help. We looked at 3 staff recruitment files and these showed that all the checks needed had been carried out. Information the home sent us told us • 13 out of 19 care staff have a qualification in care called National Vocational Qualification at level 2 or above. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 18 • staff training has been provided in dementia care and challenging behaviour, health and safety, fire, infection control, catheter management, stoma care. Staff we spoke to and records we looked at told us that care staff need training in dementia and dealing with challenging behaviour and that nurses need updated guidance on person-centred care planning. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 38 Quality in this outcome area is good. The home is run in the best interest of the people who live there. Appointing a registered manager would help make sure that staff continue to meet people’s needs correctly. This judgement has been made using available evidence including a visit to this service EVIDENCE: The home is in the process of recruiting a new manager. There is an acting manager in place and the owners oversee the day-to-day running of the home. The information the home sent us was very detailed and told us what we needed to know. We saw that there were some positive changes in the home. However, having a registered manager would help people be certain that the home is run by someone who has the right qualifications and training. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 20 We saw questionnaires for the home’s own annual quality survey and saw comment cards and minutes of meetings which show that the home encourages people to express their views about the service. The home received enhanced payments from the local authority for meeting quality standards. The home does not act as appointee or agent for people who live at the home or deal with their finances. They prefer that money is managed by the person him or herself, their relatives or a representative like a solicitor. There were some staffing issues mentioned in surveys and during the inspection. We recommend that regular supervision will help make sure that staff views are heard and that training issues are identified so that care continues to improve. Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 4 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 3 X X X X X X 4 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 3 X 3 2 X 3 Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? Noi Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 23 STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. Refer to Standard OP7 OP9 OP18 OP30 Good Practice Recommendations People’s care plans should be kept up-to-date with records kept showing when people or their relatives are involved. Arrangements for checking medication records should be maintained to ensure people get the medication needed All staff should receive abuse awareness and adult protection training to ensure people are kept safe. Training needs should be kept under review and specific training provided on care planning for nurses. Training on dementia and challenging behaviour should be extended to care staff so people get the care they need. A manager should be appointed as soon as possible and that person should register with the Commission.. All nurses and care staff should receive formal supervision at least six times a year. This will help make sure that staff are delivering the care that people need. 5. 6. OP31 OP36 Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Norwood House Nursing Home DS0000019884.V358557.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!