Heathcote's care rated Outstanding

Heathcote care home on Unthank Road in Norwich has received an outstanding rating for its care as part of their most recent inspection by the Care Quality Commission. The home received an overall rating of Good following the detailed inspection that took place over two days in April 2026.

Heathcote and Chiswick House, also owned and managed by Black Swan Care Group, are the only care homes in Norwich supporting older people that have been given an outstanding rating for the caring element of a CQC inspection.

In its previous inspection in 2022, Heathcote was also rated as outstanding for its care. CQC’s guidance advises that to achieve an outstanding rating in the "caring" section, staff would be observed to “involve and treat people with compassion, kindness, dignity, and respect while exceeding fundamental standards.”

Inspections by the Care Quality Commission assess care homes in five different areas, rating them for: Safe, Effective, Caring, Responsive and Well-Led. Inspectors observed that Heathcote was good in all areas and outstanding in the Caring element.

During the inspection inspectors reported that “Everyone arriving at the service received a warm welcome from long standing staff who had built an excellent rapport with people using the service and their visitors. People received timely care and support, and staff helped to enhance people’s day. Staff ensured people had everything they needed including drinks in reach, cushions for comfort and companionship.”

One resident at the home spoke to the inspection team and described the staff as, "so friendly”. They spoke positively about outings such as trips to the cathedral and said they were, "happy with life in general.” The report describes a care service where people feel “comfortable, valued, and able to maintain their independence and well-being.”

Phylis Curtis, 93, described living at Heathcote: “I enjoy the laughter here. We get waited on, I get all my laundry done, my meals cooked for me and I’m well cared for. If I ever have a day when I’m feeling sad, the staff always know how to cheer me up. For some reason this year, I woke up feeling sad on my birthday but ended up having the best day and was made to feel very special.”

Sylvie Ames has managed Heathcote care home for nearly 10 years and praised the team at the home: “We have an extremely settled and dedicated team at Heathcote, who understand and support our residents’ needs every day. It is a cozy and homely home, where people feel safe and well-cared for. I’m delighted and very proud that we have retained our outstanding rating for the care we provide.”

The full inspection report can be read here.