Norfolk Lodge

Norfolk Lodge accommodates up to 30 older people in an 18th-century building with two floors. At inspection, 28 people were using the service. Staff and residents demonstrated positive interactions, though decisions made for one person sometimes negatively affected others. While privacy and dignity were generally respected, there were occasions when staff shared private information loudly in front of other residents. The home had systems in place to ensure safe, needs-appropriate care delivery.

Staff, relatives, and external professionals reported considerable improvement since the current registered manager took post, praising her influence on the service. When issues arose, lessons were learned and shared with staff. The complaints procedure was available and investigated thoroughly, with feedback provided to complainants including any resulting improvements.