Staff at Heron Lodge nursing home in Norwich Road, Wroxham, are celebrating their good Care Quality Commission report.
The inspector who visited the Kingsley Healthcare run home on December 5 and December 8 found the service to be good overall and good in every category, judging it to be safe, effective, caring, responsive and well-led.
New home manager Alison Fallowfield said: “I have chosen an amazing time to join the team here. I can only admire the dedication and enthusiasm of my colleagues and there is a lovely atmosphere in the home.”
Operations manager Georgina Dennison said: “It’s been a real team effort and I’m tremendously proud of everyone.”
The inspector reports the positive comments of residents who said staff were caring and consistently treated them with kindness, compassion, empathy and respect.
One said: “The staff are very good, lovely. If I need anything, they help me straightaway.”
A family member told the inspector: “Heron Lodge is a happy, lovely home. My relative loves it and is definitely much, much better.”
The inspector notes: “Staff we spoke with and our observations demonstrated that staff knew people and their histories well and regularly engaged in meaningful conversations and interactions with the people they were supporting.”
He highlights how staff helped a family carefully plan a resident’s 100th birthday with her telegram from the Queen being delivered by her grandson who was a postman.
Residents said they were involved in discussions and decisions about the menus, one telling the inspector: “Food is wonderful and I do like my food.”
On relative said that when their loved one did not fancy anything on the menu, the cook quickly made the omelette she requested instead.
The inspector praises the way people are supported to express their views and be actively involved, as much as possible, in making decisions about their care, support and treatment.
The report highlights the comments of one family member who said: “My relative came here in quite a poorly way. He has made remarkable progress with the care and consideration of the staff and doctor, together with the home cooked food which he has much enjoyed.”
Praising the operation of the home, the inspector said: “Everyone we spoke with made positive comments and spoke highly of Heron Lodge and all the staff. One person’s relative said, ‘Heron Lodge is a very homely place for both residents and their families. I would really recommend them very highly to anyone.”