A national care watchdog has given Norfolk House the seal of approval, with relatives and residents praising its caring and attentive team members.
The Care Quality Commission’s (CQC) report gave Norfolk House an overall ‘good’ rating, following an unannounced inspection.
The report noted that a great level of detail was shown in the care provided, as each resident’s care plans contained information about their life histories and interests, and team members were aware of their needs. One resident said: “I am well looked after, I get what I need", and another added: “They visited me in hospital before I came. They asked me about everything so it was right for me.”
During the visit, inspectors found that the activities coordinator at the home had designed a four week activity programme, including exercises, spiritual time, bingo, cards, reminiscence and a range of visiting entertainers, tailored around residents’ interests. A resident commented: “There are plenty of activities going on and I join in with everything. I think the activities programme is varied enough to suit all.”
Residents were also supported to access activities within the local community, including visits to the local garden centre, pub and coffee shop. During their visit, inspectors saw a group of residents preparing to go out for the afternoon. All residents were enthusiastic and looked forward to going.
The home made use of a reminiscence newspaper, The Daily Sparkle, which contains quizzes and activities. The activities coordinator visits each resident every day to deliver the newspaper, and uses this an opportunity to chat with them about their lives and memories
Praise was given for the care that each team member showed towards the residents and their families, and it was observed that their relationships demonstrated dignity and respect at all times. One resident noted: “The team members are wonderful, kind and helpful in every way”, and a relative added: “I am made very welcome when I visit, there are no restrictions to when I can come.”
When speaking to residents at Norfolk House and their relatives, it was noted that there was a good level of security and that everybody felt safe at the home. One relative explained that: “[My relative] is, without a doubt, safe here.”
Sabu Prothasis, home manager at Norfolk House, said: “We strive to create a welcoming home from home feel at Norfolk House, and I’m so pleased our efforts have been recognised by the CQC’s inspectors. Everyone here works incredibly hard to support residents with compassionate, person-centred care, and to be rated ‘good’ shows just how committed the team is to making a positive difference to resident’s lives each and every day.
“I’m extremely proud of our team and I would like to say thank you for their hard work and dedication, which I know is also greatly appreciated by residents and their families.”
It was highlighted that team members knew resident’s personal preferences, and were able to cater to these. During meal times, residents were offered a choice of meals, and were able to request alternatives if they preferred. The head chef was provided with information regarding resident’s specific needs and preferences when they moved in, and was updated when changes occurred.
To assess service standards at Norfolk House, the CQC’s inspector spoke with team members, residents and their visiting relatives on the day of the inspection. They also reviewed the records and procedures already in place at the care home.