National care inspectors praise Weybridge care home

Home news

Dec 23, 2019

A national care watchdog has given a Weybridge care home its seal of approval, with relatives and residents praising the caring and attentive team members.

The Care Quality Commission’s (CQC) report gave Care UK’s Norfolk House, on Portmore Park Road, an overall ‘Good’ rating, following an unannounced inspection.

The report highlighted areas which have been greatly improved, including safety, responsiveness and leadership, which are now rated as ‘Good’. A relative said: “I cannot think of a single thing that they could do better; it is extremely well run.”

Inspectors praised the variety of meaningful, tailored activities on offer, all perfectly suited to residents’ individual needs and interests. For example, a resident who had been in the fire service was involved with fire safety checks, while another enjoyed helping out with domestic chores. The team also organised a horse visit for a resident and former horse riding teacher. A relative said: “There is always plenty to do, people can choose to join in and get involved with what interests them”.

Team members also offered support to residents who did not wish to take part in group activities, by offering one-to-one activities in their rooms or simply supporting them to do what they like. During the inspection, CQC inspectors observed a team member accompanying a resident down to the garden for a walk.

The report also highlighted Norfolk House’s approach to care, and noted an emphasis on getting to know ‘the whole person’, including their religious and cultural needs. As a result, the team had developed strong links with various community groups, such as a local church, which provides a regular service for people living with dementia, as well as a local primary school to encourage intergenerational relationships.

Mealtimes were also assessed during the observation, with the report highlighting the team members’ patience, allowing residents to eat at their own pace while encouraging them and engaging with them. Having noticed improvements in their relative’s weight, a family member said: “Look how much better they look now, and so much happier”.

Inspectors noted that the home’s environment had been specially designed to support residents to live as independently as possible. Hallways have been decorated to help those living with dementia to orientate themselves, while photographs and personal mementos had been added outside residents’ bedrooms.

Sabu Prothasis, home manager at Norfolk House, said: “Everyone here at Norfolk House is really pleased with the new rating, which is a true testament to the team’s hard work and dedication.

“Ensuring the safety, dignity and comfort of residents is our number one priority, and it is wonderful to hear so many kind and positive words from residents and relatives alike. I am so proud of the home’s journey since our last inspection, and I would like to say a big thank you to the team for their dedication, which I know is also greatly appreciated by residents and their families.”

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.

Norfolk House care home has been designed to enable residents to live active and fulfilled lives, while also promoting independence. The home incorporates space for hobby and leisure activities and offers the highest standards of care, including residential, nursing and dementia care.

For more information, please call home manager, Sabu Prothasis, on 0333 4343 061, or email sabu.prothasis@careuk.com

For general information about Norfolk House, visit careuk.com/care-homes/norfolk-house