Norton Lodge is registered to provide accommodation and personal care for up to 18 older people some with a physical disability. At the time of our inspection 17 people were using the service. Our inspection was unannounced and took place on 20 September 2018. This was the first inspection since the service was registered on 27 February 2017.

Norton Lodge is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

There was a registered manager in post, but they were not able to be present on the day of inspection. 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.

Staff were aware of safeguarding procedures and knew what action to take if they had any concerns. Staff supported people in a safe manner. Recruitment of staff was carried out appropriately. Administration and recording of medicines given were carried out safely.

Staff had the skills and knowledge required to support people using the service effectively. Staff received an induction prior to them working for the service and they felt prepared to do their job. Staff could access ongoing training to assist them in their role. Staff could access supervision and felt able to ask for assistance from the registered manager. Staff knew how to support people using the service and gained their consent before assisting or supporting them. Staff encouraged people to eat healthily and supported their healthcare needs.

Staff members treated people with compassion and kindness. People using the service were involved in making their own decisions about their care as far as possible. Staff ensured that people were able to maintain their privacy and dignity and encouraged them to retain an appropriate level of independence.

People’s preferences for how they wished to receive support were known and considered by the care staff. Staff understood people’s needs and provided specific care that met their preferences. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

Quality assurance audits were carried out and provided a clear overview of the service. People, relatives and staff felt the service was led in an appropriate way. Staff were supported in their roles. Staff felt that their views or opinions were listened to. We received notifications of incidents as required.