National care inspectors praise Lowestoft care home

A national care watchdog has given a Lowestoft care home its seal of approval, with relatives and residents praising its caring, person-led approach to care.

The Care Quality Commission’s (CQC) report gave Care UK’s Britten Court, on Love Road, an overall ‘good’ rating following an unannounced inspection.

The home is now rated good in all five areas, which include being safe, effective, caring, responsive and well-led – for the second time in a row.

Promoting a holistic approach to care, the report highlighted the strong relationships team members have formed with residents, resulting in an “open, inclusive and empowering” culture within the home. 

One relative said: “Everybody [the team] just goes overboard and treats everyone like they were their own relatives.”

Inspectors observed how the welcoming environment put residents at ease, allowing team members to better support those in their care to live independent and fulfilling lives. 

Inspectors were impressed with the home’s person-centred approach, from care plans to its commitment to building relationships within the community. For example, the team welcome young children from the local nursery for craft sessions at the home, as well as hosting fetes open to the community. One resident commented: “I've loved it here from the beginning. The [team] said to me, think of the home as your home and I have and do...I loved it then and I love it now."

The management team’s strong approach to leadership was also highlighted in the report, with team members encouraged to provide feedback and equipped with the tools for career progression. The Home Manager, Chloe Swarbrick, is passionate about striving for perfection and has implemented an “open, fair culture” where people feel empowered, an approach reflected in the quality of the care residents receive. 

Refresher training is also provided to team members to ensure they are confident in their skills. Recently, a resident and relative committee has been set up, with the aim of planning social events and enabling contribution in the running of the home for all who’d like to be involved. This committee has helped to create a new space for residents and relatives alike to share feedback and be more actively included in the care of their loved ones.

One relative commented: “They all keep in touch regularly, very well-led, not got a bad word to say about the place.”

Chloe Swarbrick, Home Manager at Britten Court, said: “Creating a friendly, comfortable environment that enables residents to feel at home, while promoting independence is something we work hard to achieve here at Britten Court. Being awarded a ‘good’ CQC rating truly reflects the care and passion that our team members invest into ensuring each and every resident receives high-quality tailored care, and we’re thrilled with the result. 

“It’s down to our fantastic team’s dedication and enthusiasm that we are able to offer the very best levels of support and care possible. I’d like to thank everyone at the home for their continued dedication, which I know is also greatly appreciated by residents and their families.”

To assess service standards at Britten Court, the CQC inspectors 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. 

Britten Court is a care home designed to deliver the very best standards of care, and to enable residents to live active and fulfilled lives. The home offers a range of services including residential, nursing, specialist dementia and nursing dementia care, end-of-life, respite care and a day club.