Read the Norwich Evening News article here: www.eveningnews24.co.uk
Photo: Denise Bradley (Archant) Left to Right: Tanya Shepheard (Trainee Deputy Manager), Susan Grieve (Senior Regional Manager), and Kerry Tidd (Home Manager) Back the residents are: Hilda Holmes, Margaret Clare, Phyllis Wallace, and Ann Middleton.
Heathcote achieved the ‘Outstanding’ rating in the caring category at their most recent inspection on 3rd September 2015. The inspection team included an inspector from the Care Quality Commission and an expert by experience. Experts by Experience are people who have experience of using or caring for someone who uses health and/or social care services and are regularly used by the Care Quality Commission to assist in inspections.
It was noted within the report that ‘staff often went the extra mile to provide compassionate support which gave people every opportunity possible’. Residents said ‘They’re so kind here it’s unbelievable’.
The report, which can be found on the Care Quality Commission website (www.cqc.org.uk), acknowledged Black Swan Care Group’s commitment to staff training and how well staff and managers of all levels interacted and knew residents intimately.
We spoke to Regional Manager Susan Grieve who said:
“I am delighted that Heathcote has been recognised for its commitment to delivering outstanding care. We cannot congratulate the staff enough, they all work incredibly hard and provide such a superb service to our residents.
The staff here at Heathcote continually amaze me in their ability to go above and beyond the general expectations of their role, the outstanding award is evidence of this and I believe whole-heartedly that it is incredibly deserved. I am able to confidently say that Heathcote truly does go that extra mile!”