Barchester Hethersett Hall

Norwich Road, Hethersett, Norwich NR9 3AP
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9.8 120 Reviews
  • Barchester Hethersett Hall, Norwich
Barchester Hethersett Hall makes the most of pleasant grounds, in the scenic Norfolk countryside, and a versatile interior to provide top quality nursing and residential care, with professionals available round-the-clock and also skilled in care and support for physical disabilities and dementia.

A committed team work hard to ensure that all provision is tailored to the individual, while allowing them to make the most of a relaxed and homely atmosphere.

All staff are carefully chosen and well-qualified to achieve the best standards, with the company philosophy focusing on an attentive service that also supports an active lifestyle. Personal interests are encouraged and there is much to enjoy within the life of the home.

The aim is to meet all residents’ needs over the long-term, living up to a reputation for quality that Barchester homes have earned.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 67 Service Users

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • Convalescent Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: from £1300
  • Self-Funded Residential Dementia Care: from £1300
  • RESPITE Self-Funded Residential Care: from £1300
  • RESPITE Self-Funded Residential Dementia Care: from £1300

This Weekly Fee rate is an indication only of a typical standard fee rate for a resident living in a standard, comfortable room. A final Weekly Fee rate will be confirmed once we have carried out a pre-admission needs assessment.

These prices are only a guideline, please contact Barchester Hethersett Hall to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Person in charge

  • Elena Sandu (General Manager)

Local Authority / Social Services

Admission Criteria

  • On request
  • Ages 65+

Care Home Design/Build

  • Purpose Built: No
  • Last Refurbishment: 2007

Room Information

  • Single Rooms (67)
  • Single Rooms with Ensuite Wet Room (57)

Parking

  • Parking is available onsite

Barchester Hethersett Hall Reviews (120)

9.8

Barchester Hethersett Hall has a Review Score of 9.8 (9.772) out of 10, based on 21 reviews in the last 2 years.
Over all time Barchester Hethersett Hall has 120 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Barchester Hethersett Hall
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Total of 120, showing 81-100
Review from Gill H (Friend of Resident) published on 31 January 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
A group of friends of a resident arranged an afternoon birthday party for her. Hethersett Hall staff were brilliant - we had a private area set up for us, with tea, coffee, plates and glasses. We brought our own food. The tables were laid and everything was nicely laid out and welcoming. The staff couldn't
have been more helpful and this made the party memorable. It was especially appreciated that we were even able to hold the event at all, due to the renovations going on. Thank you to all the staff who made the event possible.
Reply from Jodi Rutherford, Customer Relations Manager at Barchester Hethersett Hall

Hi Gill,
Thank you for your kind review. If you ever wish to have an event at the home again, you would be most welcome.

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Review from Beryl S (Respite Resident) published on 31 January 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Very good respite care. Lovely surroundings.
Excellent staff.
Reply from Jodi Rutherford, Customer Relations Manager at Barchester Hethersett Hall

Hi Beryl, Thank you for your kind review.

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Review from Olive K (Resident) published on 28 December 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I have been here 20 months and on the whole I am happy enough. The biggest moan is about the food - we sometimes have to wait as much as 15 minutes between courses, which means the food is sometimes cold - not pleasant. The carers do not even pop their heads round the door to see if everyone is alright.
We could be dead for the want of just a little peep!
Reply from Jodi Rutherford, Customer Relations Manager at Barchester Hethersett Hall

Hi Olive,


Thank you for your review. I am sorry to hear that the food has been an issue for you. In response to this, we will be setting up a monthly food committee group for the residents and their families where you will be able to offer feedback and suggestions on how we can improve the dining experience in the home. We endeavour to provide the best care possible for all of our residents and feedback is invaluable for us to be able to do this.

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Review from Wendy B (Daughter of Resident) published on 3 October 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Overall I have been very satisfied with the care my mother has received during her time here, however, my only complaint has to be about the amount of "washing" that never seems to be returned. Over the last year at least two pairs of brand new trousers, a cardigan and more recently two bras.
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Review from Jane M (Friend of Resident) published on 25 September 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
After a difficult start, due to her extreme anxiety and disorientation, my friend has now settled in with the one-to-one support she has had and looks well.
She speaks positively of the kindness of all the staff and she enjoys the food, the comfortable furnishings and the lovely garden and views.


As

her friend, I have been impressed by the friendliness and approachability of the care staff.
I have been informed immediately of anything untoward, such as a fall.
I feel confident that she is in safe hands and receiving the personal attention that one would hope for.
I was a little disappointed that appointments for hearing aids and chiropody took far longer than expected.
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Review from S H (Power of Attorney of Resident) published on 31 August 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Care/support of a high standard, with staff, particularly the unit manager in the garden house, providing an excellent one to one service.


Communications with relatives has proved to be excellent with regular updates.


The home has excellent links with the local doctors' surgery and is very decisive

when medical input is needed.


Friendly, professional, caring approach.

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Review from B B (Resident) published on 24 August 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I live in a pleasant room where friends and family come to visit me occasionally and take me for an outing.
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Review from Peter W (Friend of Resident) published on 22 August 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
1) I cannot comment on management but am pleased to see the current team in place. Both have good experience in the care world.
2) All staff are very welcoming to visitors and smile and interact with their guests here. The wing housing the seriously disabled through dementia is marvelous. Wonderful
people looking after the most vulnerable. I and my wife have total trust that our dear friend is looked after to the nth degree. We absolutely know that our friends best interests and care are the priority of this great place.
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Review from Daphne M (Resident) published on 10 August 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I enjoy the company and the atmosphere in this home.
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Review from Christopher G (Son of Resident) published on 7 August 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very happy with the care that my mother gets. She is happy with treatment too.
Staff are very patient, compassionate and attentive.
Messages that I leave about my visits don't always get through though.
The premises are attractive and well kept.
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Review from Andrew G (Son of Resident) published on 21 July 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
The staff are friendly and helpful. The food is to a good standard - my mother has put on weight since arriving.


The grounds are very attractive and well maintained.

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Review from Doreen P (Resident) published on 20 July 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Biggest complaint is the time of the "evening" meal. 5pm is more like afternoon tea. Also, service at this meal and at lunch is very slow. Nearly all carers are very good and helpful. It would be nice to have more chance of outside activities.
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Review from J W (Resident) assisted by family/friend published on 20 July 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I like my room, it's bright and light. Could be tidied up better, stains still on wall and things under the bed. Overall the staff are caring but some inexperienced. Treat me politely (some dictatorial). some go above and beyond. Bathroom not very big (where have bath). Wheelchairs often npt all intact
or in good condition. Beautiful gardens, wonderfully kept. enjoy my meals and snacks - sometimes would like more to eat. Would like to spend longer in the bath. Happy to be here within reason.
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Review from P W (Daughter of Resident) published on 13 July 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We are very pleased with how mum is looked after. She is always nice and clean, her bedroom and bathroom are also nice and clean.
But mum doesn't seem to wear her glasses much and we can't always find them.
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Review from J C (Daughter-in-law of Resident) published on 11 July 2017 Submitted via Postal Card • Report
Overall Experience 3.0 out of 5
Over the last few months, we have had meals with my mother-in-law and can say that quality, quantity and the cooking has deteriorated dramatically often food is almost inedible.
Cleanliness is an issue on our frequent visits. The residents own room appeared uncleaned with crumbs and bits on the carpet
and her personal table doesn't appear ever to be wiped clean. At times dignity is an issue with toilet doors being left open whilst we are in the room.
Reply from Sonia Sales, General Manager at Barchester Hethersett Hall

Thank you for your review. At Hethersett Hall, we have introduced new menus, which we have had positive feedback so far from the residents. There has been an improvement in the quantity, quality and variety of food provided at meal times over the past few weeks. Following meetings with the relatives and residents recently, they have expressed the improvement in the food provided at present time.


I have highlighted the issues with regards to cleanliness and dignity that you have expressed with the required departments in hope that this will not be an issue in the future.


Barchester, Hethersett Hall promote an open door policy at all times so please do not hesitate to approach the management team with any complaints that you wish to raise in the future.

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Review from J A (Resident) published on 10 July 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
staff offer great levels of care because of a helpfulness and willing to give friendship as well as efficiently caring and all using Christian names. Great sympathy at times of illness or death of a spouse in care.
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Review from Julie C (Daughter of Resident) published on 10 July 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Absolutely lovely care home. Staff and particularly carers are excellent. building and gardens are also lovely.
Carers are very helpful to dad and seem to really care about his welfare.
My only "gripe" is his room could be kept a bit cleaner by vacuuming more often but otherwise, a great home.
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Review from A R (Resident) published on 10 July 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been here 3 years. during that time, my room has been redecorated and given a new carpet. The view is delightful and I very much enjoy the wildlife I can see out of the window.
The staff are always kind and considerate, through constantly changing. Laundry is quick and recently the menu has
improved.
the doctor calls on Thursdays and by arrangement, I can see him/her. At 92, my problems are mainly mobility.
My family can call at any time.
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Review from M B (Daughter of Resident) published on 9 June 2017 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I can't praise highly enough the care my mother has received - with severe dementia and needing total care. She is always presented well, clean and always looking well. She gives very little response but the care is total.
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Review from Barbara B (Resident) published on 10 May 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been at the care home for two years and have been happy.
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Current Review Score: 9.8 (9.772)

Overview of Review Score

The Review Score of 9.8 (9.772) out of 10 for Barchester Hethersett Hall is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.8 out of 5 from 21 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 21 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.772 for Barchester Hethersett Hall is calculated as follows: ( (199 Excellents x 5) + (45 Goods x 4) + (6 Satisfactorys x 3) ) ÷ 250 Ratings = 4.772
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 5 Points relating to the number of positive Reviews for Barchester Hethersett Hall is based on 21 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 67 registered maximum number of service users is 13.4, which has been reached with 21 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 8 Aug 2019

Overall Requires improvement

  • Caring Good
  • Effective Requires improvement
  • Responsive Requires improvement
  • Safe Requires improvement
  • Well-led Requires improvement
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (13)

Meet the Team (10)

Elena

Elena Sandu

Job Title: General Manager Joined: 2015

Hello, my name is Elena and I am the General Manager here at Hethersett Hall Care Home, welcome to our website.


I qualified as a General Nurse 26 years ago and joined Barchester Healthcare in 2015. Caring for the elderly generation has always been close to my heart and my team and I are committed to ensuring that all of our residents receive good quality care and a fulfilling lifestyle.


Please do not hesitate to contact our home and I will do my best to assist you in whatever way I can.

Melissa

Melissa Fisher

Job Title: Deputy Manager Joined: 2014

Melissa is our Deputy Manager here at Hethersett Hall and is responsible for overseeing and making sure the highest level of care is delivered to our residents at all times. She started life with Barchester 8 years ago as a care assistant and has been a deputy manager for the last four years. 


I am passionate about delivering good quality, personalised care. This is reflected within the fantastic team we have here at Hethersett Hall. I am always available for a coffee and a chat and welcome you to meet our care team and view our home.

Caroline

Caroline Evans

Job Title: Activities Coordinator Joined: 2016

Hi there I’m Caroline Evans and I’ve been at Hethersett Hall for 7 years now and been in the care sector for 13 years and believed it was time for a change in my career at Barchester,


I’m extremely motivated for my new role as activities coordinator. I hope I will bring joy and fun to everyone’s daily lives. I am a highly active and bubbly person. Looking after other people has always been my priority and I will do my best every day to make sure everyone is happy, safe and smiling.


I look forward to meeting you and hope you will all join in the events and activities that I will bring to Hethersett Hall.

Susan

Susan Trowse

Job Title: Administrative Assistant Joined: 2000

Sue is our front-of-house administration assistant and will usually be the first person you speak to when you call the home!


Sue possesses a wealth of knowledge and experience in the home, having been a member of the team for over 15 years!


Sue will deal with all matters relating to enquiries, finances and purchasing.

Evelin

Evelin Jakab

Job Title: Team Leader - Residential Joined: 2017

Hello, my name is Evelin and I have worked in the care sector with Barchester at Hethersett Hall since 2017. I started here as a care assistant working up to a senior carer and a year later I had the great opportunity to become a Unit Manager for the Main Hall of Hethersett Hall.


Since doing the role my motivation and passion have only got bigger, as I find this such a rewarding job, to be able to make such a difference in each individual's life and work with such a fantastic team. We believe that paying attention to the smallest detail can make a big difference in our resident's lives.

Lee

Lee Sharpe

Job Title: Team Leader - Memory Lane Joined: 2012

Hello, my name is Lee and I am the Team Leader of our Memory Lane Community here at Hethersett hall. I have worked within care since 2012, and I started as a Care Assistant, worked my way up to a Senior Care position and am now a Unit Manager.


My goal is to deliver the best quality care to those we support. Garden House is not only a Memory Lane Community, it is a family. Along with my brilliant team, I strive to keep everyone happy and healthy.

Becky

Becky Brown

Job Title: Head Chef Joined: 2017

Hello, my name is Becky and I'm the Head Chef here at Hethersett Hall.


I have over 20 years of catering experience having acquired my NVQ in Catering Craft and receiving my diploma at the age of 16.


I joined Barchester in 2017 as a carer with an NVQ Level 2 in care after my fond memories of working here as a second chef in 2011.


I then became Second Chef in June 2022 and was quickly offered Head Chef in July 2022.


Having worked on care here at Hethersett Hall I know all our residents really well and take a very person-centred approach to my cooking and baking, I love creating new dishes and variations depending on my resident's likes and dislikes, it makes me happy knowing people are enjoying my food!

James

James Ramm

Job Title: Head of Maintenance Joined: 2019

Hello, my name is James and I'm Head of Maintenance for Hethersett Hall. I started working here in 2019 as a maintenance assistant having previously been an event supplier for over 10 years.


I became Head of Maintenance in March 2022 and am really enjoying my new role as I believe in a person-centred approach to residents' needs and attention to detail.

Anna

Anna Wyatt

Job Title: Head Housekeeper Joined: 2021

Hello, I am the head housekeeper at Hethersett Hall, I have worked here as a housekeeper for 2 years and my team and I are responsible for keeping everything clean and tidy to a high standard, I take great pride in my work and it made even more special by the conversations and chats I have with our lovely residents along the way.

Matthew

Matthew Bussey

Job Title: Home Administrator Joined: 2011

Matthew is the home's Administrator and joined Barchester Health Care 12 years ago Matthews's role involves supporting the General Manager and taking responsibility for all the financial and administration aspects of the home

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