Norfolk care home rated outstanding as staff praised for ‘real empathy’

The team won Excellent in person-centred care and support at the Norfolk Care awards this year. Pict

The team won Excellent in person-centred care and support at the Norfolk Care awards this year. Picture: supplied by Saskia Geen - Credit: Archant

A north Norfolk care home has been rated outstanding and its staff praised as 'committed, passionate, and knowledgeable'.

Care at Kevlin House, in North Walsham, was described as 'person-centred', 'creative' and 'safe', and the home received an overall rating of outstanding.

The 15-bed home was also rated outstanding for responsiveness, care and leadership in the January 2019 inspection.

And the regulator's regional head of inspection said the team who visited were 'very impressed by the level of care and support'.

The Care Quality Commission (CQC) visited the service on Norwich Road for an one day unannounced check on Wednesday, January 16.

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It followed the home's previous result from the last inspection at the adapted building in August 2016, which saw them rated good.

The report, published on the regulator's website on Thursday, April 18, said: 'People at Kevlin House received outstanding care and support by a staff team that were committed, passionate and knowledgeable.

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'Staff provided people's care in a very person-centred way.

'People felt safe at the service and were protected from harm.'

Inspectors said people received their medicines at the right times and staff 'worked well together'.

Residents were described as having 'choice and control.'

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Inspectors also found staff were 'genuinely interested in people's interests', and the report said: [Staff] knew people well and were skilled at engaging them. Staff encouraged people to maintain existing relationships and invited relatives to frequent social events, were caring, compassionate and empowering, [and] treated people with the utmost respect.

'Staff spoke passionately about excellent, person-centred care [and] showed real empathy.'

The provider and manager were described as 'experienced, skilled leaders' and the home was praised for its recognition at the Norfolk Care Awards.

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Jemima Burnage, CQC's regional head of inspection, said: 'Our team was very impressed by the care and support offered.

'Inspectors found people were protected from avoidable harm and that staff were confident to recognise and report concerns.

'They were skilled at recognising when people were feeling vulnerable and needed reassurance.'

At the time of inspection, the home had 14 elderly residents.

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