Four out of five of the areas checked by inspectors achieved the highest possible grade of ‘outstanding’, with the fifth rated ‘good’. Inspectorspraised Hassingham House for being exceptionally caring, responsive, effective and well-led, and noted that residents said staff understood how to make them feel valued and happy.
Particularly singled out for praise was the work of Hassingham House’s cook, Carrie-Ann Higgs. As she told inspectors, “We nurse through food here,” and inspectors picked out several initiatives – from creating delicious high-protein diets to reduce the incidence of pressure sores, to working with residents to create ‘pots’ – homemade and tasty supplements to reduce the use of prescribed artificial nutritional supplements. This innovative work has also been recognised at the recent Norfolk Care Awards.
Caroline Newman, who has been the manager at Hassingham House since November 2015, is thrilled with the CQC’s report: “We have an amazing team of people working here who all want to provide the best care and support possible. Not only do we want our residents to feel cared for but we also want them to feel involved in all aspects of their life; it’s important that everyone feels respected and listened to.”
Inspectors found that even administrative tasks were done in a way that engages with residents. A transfer of information from paper-based files to a new electronic care plan system was seen as an opportunity for residents to have their hair and make-up done by a staff member who is a trained beautician, so that they could look their very best on the photograph linked to their new electronic record. This example is typical of how the leadership team was seen to encourage staff to go the extra mile in delivering care that made people special.