Norfolk House

39 Portmore Park Road, Weybridge KT13 8HQ

Norfolk House is a warm and welcoming care home, delivering the best in residential, nursing, respite and palliative care for older people, as well as specialist care for those living with Alzheimer’s and other forms of dementia.

All team members receive regular training to ensure they are up-to-date with good care practice. They support residents with professional, personalised and inclusive care in a friendly, relaxing environment.

Located in Weybridge, Surrey, Norfolk House is only a short distance from the wonderful variety of shops and restaurants that make up Weybridge town centre. There is also the beautiful River Wey close by.

Norfolk House boasts a variety of communal areas and facilities where residents can relax, socialise, pursue hobbies and access a range of stimulating entertainment. There’s a hairdressing salon and a library, reminiscence room, as well as a landscaped garden with a beautiful pergola.

Every resident’s room at Norfolk House is en-suite, tastefully decorated and includes comfortable furnishings. Residents are welcome to arrange their rooms however they wish, and can bring their own possessions to help them feel completely at home. Each room also features a TV point and a 24-hour nurse call system.

Chefs pride themselves on producing fresh, seasonal, delicious meals every day and are always cooking up something special to celebrate a birthday, anniversary or special occasion. Individual dietary requirements are catered for and a good selection of tasty snacks, cakes, fresh fruit and refreshments are always on offer.

Activity based care is at the heart of everything they do at Norfolk House. Residents are encouraged to carry on enjoying the hobbies they love and many discover new interests or just enjoy getting to know other residents through the regular individual and group activities organised by the resourceful co-ordinators.

Group: Care UK Nursing & Residential Care Services

Person in charge: Sabu Prothasis (Home Manager)

Local Authority / Social Services: Surrey County Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 76 Service Users

Registered Care Categories*: Old Age

Specialist Care Categories: Cancer Care • Down Syndrome • Epilepsy • Head/Brain Injury • Hearing Impairment • Motor Neurone Disease • Multiple Sclerosis • Muscular Dystrophy • Orthopaedic • Parkinson's Disease • Speech Impairment • Stroke • Visual Impairment

Admission Information: Ages 55+.

Single Rooms: 64

Shared Rooms: 6

Rooms with ensuite WC: 61

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Own GP if required • Own Furniture if required • Pets by arrangement • Smoking not permitted • Close to Local shops • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room

Latest Care Quality Commission* Report on Norfolk House: click here

* Care Quality Commission is responsible for the registration and inspection of social care services in England.

Overview

The Review Score of 9.1 (maximum of 10) for Norfolk House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 39 Reviews over all time. This Average Rating is also the rating value for Norfolk House in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 4.7 out of 5 from 10 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.417 for Norfolk House is calculated as follows: ( (246 Excellents x 5) + (171 Goods x 4) + (19 Satisfactorys x 3) + (6 Poors x 2) + (9 Very Poors x 1) ) ÷ 451 Ratings = 4.417

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.

    2. 1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.

    3. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.

    The 4.658 Points relating to the number of positive Reviews for Norfolk House is based on 10 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 + 0.25 = 4

    2. Target of 15.2 positive Reviews (76 registered maximum number of service users ÷ 5). 10 Reviews ÷ 15.2 Target = 0.658

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

9.1 Norfolk House has a Review Score of 9.1 (9.075) from 39 Reviews


Average Ratings

  • Excellent
    22
  • Good
    15
  • Satisfactory
    1
  • Poor
    1
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Norfolk House?

  • Extremely LIKELY
    26
  • Likely
    10
  • Don't know
    0
  • Neither Unlikely or Likely
    1
  • Unlikely
    1
  • Extremely UNLIKELY
    1

Reviewer Connection to Norfolk House

  • Daughter of Resident/Service User
    14
  • Son of Resident/Service User
    5
  • Friend of Resident/Service User
    4
  • Wife of Resident/Service User
    4
  • Volunteer
    3
  • more

It has taken a while for Mum to settle down but during this period staff have been very patient and understand the needs of someone with dementia. They are always aware of who I am when I go and visit and always know exactly where Mum is, such as in her room or in an activity. I am impressed that they have activities on a daily basis, compared to some other care homes that don't organise anything. When she wasn't eating they asked about the foods she liked to try and encourage her.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4.3 out of 5

From the outset - preliminary visit, admission procedure and the first weeks of my mother's residency, I have been impressed with the kindness, empathy, good humour and hard work of the Norfolk Houe staff who, without exception, have shown how well suited they are to their chosen profession. They work very long hours and have myriad responsibility. It requires a special skill set to work with dementia sufferers and considerable demands are placed on staff involved that they consistently rise to the occasion is to their eternal credit.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.4 out of 5

Very helpful, kind, caring staff.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.1 out of 5

I have been very happy with the care my husband has received during the 20 months he has been in this home.
All the carers I have been in contact with during this time, have been very caring and he has been treated with kindness and consideration.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   3.7 out of 5

My mother has been a resident in Norfolk House for approaching three years and this review is well overdue.
My mother is confined to bed and armchair and I wish to praise the care home for the excellent care they have been providing to my mother and father! Over the time she has been there. The staff are always caring and cheerful and most important of all humane. Ther home is really well run making our decision to move her there one of the best we have ever made.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.8 out of 5

Lovely clean home. Home cooked food and wonderful happy care by all the staff. Lenty of different activities and a caring, warm atmosphere.
Well done all.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

Staff are very hard-handed with some of Mum's things and they are getting broken. Like her wheelchair and high back electric chair, both of which are expensive to replace.
The food here is getting worse. Meals are cold and not much variety. I am having to take in food so Mum doesn't go hungry.

How likely would you be to recommend Norfolk House? Unlikely

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Average Rating:   2.8 out of 5

Samantha Debenham, Marketing Support Administrator at Norfolk House responded to this review on 14 Nov 2017:

Thank you for taking the time to submit your review. In regards to the wheelchair and electric chair, these are not items that the team at Norfolk House would need to assist with operating so it is unclear how they may have been damaged. Of course, if your mother is struggling at any point to navigate in the home using the wheelchair, the care team will be happy to do what they can to help her manoeuvre safely. For the meals in the home, we do understand the importance of food for both nutrition as well as wellbeing, and our in-house chef works hard to provide food using fresh, high-quality ingredients with changing and varied menus that reflect the tastes of residents. I understand that a senior member of the team has already met with you and your mother along with the chef at Norfolk House and that we have been able to adjust the menu to make sure that there is plenty of choice including plenty of your mother’s favourites, which I’m sure she will enjoy. Of course, if you have any other questions, comments or feedback, please do not hesitate to speak with the home manager at any time.

My mother aged 95 years has been a resident at Norfolk House, Weybridge since August 2013. Sadly Mum suffers from Alzheimer's and is resident on the dementia unit. Mum has always had a fear of having to be admitted to a care home but I honestly believe that if she had had to select a care home herself she would have chosen Norfolk House, for its warm, friendly, caring welcome. It is true 'there is no place like home' but Norfolk House comes very close.
Mum says 'the staff are very kind and can't do enough for you'. They are professional and caring and any concerns are dealt with efficiently. We are notified re changes in Mum's condition, the dementia unit is very well run, residents are always clean and well cared for. Senior members of staff are always on hand to discuss concerns. Patient centred care is practised.
There are always numerous activities organised by two very dedicated activity coordinators. Office staff and reception staff are very helpful and professional, also very good laundry service.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.7 out of 5

My mother has been in Norfolk House for over two years. Any problem I have had has always been sorted out.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.3 out of 5

Generally speaking I am pleased with the care at Norfolk House and certainly, most of the full-time staff are wonderful and very caring.
The rooms are a good size and all with ensuite bathrooms, which is very good.
All in all, I would not hesitate to recommend it to others.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   3.9 out of 5

The staff at Norfolk House are so patient with the people there and so polite. When a new resident arrives the staff will give them a warm welcome and they will be looked after with kindness.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

I am very happy with all the services received at the care home.
All the staff are very friendly, caring and welcoming.
Great staff and great facilities.
Rooms are of a high standard.
My uncle enjoys staying here.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

I visit as part of the team from St James' Church, helping in communion services and services tailored to suit residents with dementia.
The staff always appear to be very aware of each individual's needs and they treat the residents with care and respect.
Both residents and staff welcome my little dog too.
The communal areas appear clean, bright and attractively decorated and having access to the garden is welcoming.
Not knowing any residents on a personal level I am not able to comment on all areas.
I will add that the activities manager is very committed to making residents feel comfortable and happy.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4 out of 5

My father received excellent care during his 2.5month stay. The staff were all extremely professional, kind and friendly and my father felt comfortable and cared for at all times.
All meals were excellent with plenty of choice. His room was always clean and the laundry services were very handy.
I wouldn't hesitate to recommend Norfolk House to friends and family should they require care.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.5 out of 5

My father has dementia and came here for respite and when he had to be taken into a care home.
We could not get him out of the home quick enough, it is not set up for dementia care, he was frustrated and we found him wandering in the grounds near the road.
The staff were lovely, but the set up is not, there is nowhere for residents to go, no outside space, no dignity.
Do not recommend for dementia care.

How likely would you be to recommend Norfolk House? Extremely Unlikely

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Average Rating:   1.6 out of 5

Samantha Debenham, Marketing Support Administrator at Norfolk House responded to this review on 10 Jan 2017:

Thank you for your feedback, particularly your kind words about the team at Norfolk House. We’re incredibly proud of our high standards of care, and feel that we have excellent facilities at the home, including a secure garden, library, activity and reminiscence room, that are enjoyed by all residents but are particularly beneficial for those living with dementia. Our ‘Activity Based Care’ approach, helping residents maintain their independence and continue the hobbies they love, or even try out some new activities, is part of the culture in the home and means that there’s always plenty to do for all residents, and all our team at Norfolk House have received specialist training in dementia. I’m very sorry to hear your concerns and apologise if we’ve fallen below our usual high standards in this instance – I understand the home manager and senior team members at Care UK have already been in touch regarding the stay, but of course please do let us know now or at any time in the future if you have any additional issues, comments or suggestions.

My mother's care has always been at a high standard. As in all organisations, it's not always been perfect and I would not be honest if I said it was perfect 100% of the time. We have had to make a complaint only twice in the 6 years she has been here, these complaints were swiftly rectified and we are confident will not be repeated. The staff are attentive to my mother's needs who is totally dependent on their care. They are also sensitive to her relatives needs. We are always updated swiftly with any issues i.e. doctors visits etc.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.9 out of 5

I have found my wife's care to be good, but she did not feel able to take part in activities due to her profound paralysis. She also did not wish to make any relationships with the other residents as she knew that she was coming home, as she now has.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   3.8 out of 5

I have visited Norfolk House nearly every day for the past three months to see my friend who is recovering from a stroke.
The care and attention of the staff has been excellent they are kind and caring. The food is good with a varied menu.
The rooms are spacious and comfortable. I have also been most impressed with the cleanliness of all the rooms, the building always has a fresh smell which is so important.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.8 out of 5

I needed two weeks post surgery respite as part of my recovery and Norfolk House offered this. In many ways, I felt I was a square peg in a round hole in that both physically and mentally I am a lot more active than the majority of the other residents I encountered. Because of previous connections to care homes (elderly relatives and a volunteer for LCD) I was aware that this could be the case before I made arrangements for my stay. Probably not an ideal location for me but it provided the rest I required.

How likely would you be to recommend Norfolk House? Neither Unlikely or Likely

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Average Rating:   4.4 out of 5

Norfolk House care home is very nice and the staff are lovely. I visited my friend every month. She likes it here. The food is very nice and her care is excellent.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

There are always lots of activities for the residents which keeps them (and their visitors) entertained. The food is good and the menu is varied - and reviewed regularly. From what I have seen, the rooms, the lounges, and common areas are kept clean and tidy.

The staff are always on hand to help and talk to everyone. Everyone is very friendly and helpful. All in all, a wonderful place.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.5 out of 5

Overall happy with how mum has settled in. Staff always very approachable.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.3 out of 5

I am kept informed of my husbands condition and needs at all times which is reassuring. He is being looked after well with care and concern.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4.4 out of 5

Really happy staff, very friendly and helpful. Always ring me to let me know if my mum is unwell. My mum has led a solitary life but she tells me how much she likes it here. It is great to see her included in groups, she is really happy and she is always well dressed and clean.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.9 out of 5

My mother has only been here a few weeks but I have noticed in that time, that the care home has been very good for her. The staff are all very good, from the people that clean the rooms, to the reception, activity and cooks and all others especially nursing staff. They all listen to what my mother needs and nothing is taken for granted. She is treated with respect and care. We use the outside garden which has many shrubs and flowers.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.2 out of 5

All care and well cared for.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4 out of 5

I find the home very clean and it always looks well cared for. The staff are wonderful and it is nice to be here and see smiles on the faces of the staff. We are always asked if we are all right. We are always offered a cup of tea which is lovely.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

The care for my partner shows room for improvement. We have been at the home for 6 weeks and are happy with the service provided.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.6 out of 5

I come in once a week as a volunteer in activities and have found the home to be very clean, warm and inviting and tastefully decorated. There is a lovely, warm and friendly atmosphere and the residents I have been in contact with are very well cared for and seem content and happy. The receptionist is lovely and the two activities managers I have been working with are extremely pro-active, helpful and friendly. I have thoroughly enjoyed their active participation and care towards the residents that attend our class. Both the activity co-ordinators are very active and caring, it has been a wonderful nurturing experience.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

Generally the care is good and the staff are caring and compassionate acting on my concerns. I am concerned that staffing levels especially at night may, at times not be enough to meet the residents needs. The care home management are approachable, listening to concerns.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4.7 out of 5

Sabu Prothasis, Home Manager at Norfolk House responded to this review on 03 May 2016:

We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide. Regarding staffing levels, I would like to assure you we do a full dependency analysis for each resident which is used to plan staff deployment accordingly to make sure care is safe and appropriate for each resident’s needs, 24 hours a day. However, we do take your concerns and feedback seriously and would like to thank you for taking the time to share your views - we will arrange for a manager at the home to get in touch and discuss this further with you in person.

Norfolk House provides and excellent caring home for my mother. All the staff are clearly passionate about the care they provide for their residents, treating all with kindness and dignity. The entertainments and activities are stimulating and well executed and clearly enjoyed by all the residents. My mother is very happy her and I cannot praise the staff enough, their care and kindness is second to none.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.9 out of 5

Care was good - respite two weeks for my husband. Pair of trousers missing when collected him to return home. Details of prescription chemist changed, so that repeat prescription on returning home not available at local pharmacy, so had problems obtaining medications. The en-suite lacking in handrails, especially around toilet.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   3.9 out of 5

Samantha Debenham, Marketing Support Administrator at Norfolk House responded to this review on 21 Apr 2016:

We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide. We would also like to thank you for the constructive feedback and will arrange for the care home manager at the home to get in touch and discuss any concerns with you in person.

My mother is blind, completely bed-ridden, double incontinent and has had Alzheimer's for five years. Therefore quite a challenge. I visit the home on different days of the week. From all my visits the staff have been superb, admin, medical, carers, facilities. Without exception they greet you with a smile and are very understanding of my mother's situation. The home is clean, bright and easy to get around. My mother's situation is pretty dire, but I have great certainty that everything that can be done for her is done for her. I have no concerns on that score, or any other. Cost is always an issue, but that is a much bigger issue which can only be properly addressed government level - Long over due.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4.5 out of 5

My mother has been in Norfolk House for 9 months now and is very settled. We spend a lot of time with her and are always made welcome by the staff. It's never easy to place your relative into a home but we feel we have the best situation we can at Norfolk House and she is very well cared for. Very grateful to the staff there for what they do.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.5 out of 5

I had 2 good experiences. My aunty was in your care many years ago in a room. She was moved from hospital in Enfield. She was on her last days, the carers managed to get her to you in one week, it was our last chance, she got so much better and had 8-9 more years until she passed away.
My friend is also in that same room now for a shoulder replacement! She is comfortable and has no complaints at all. Great staff, very caring, food very good, can't find any faults.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

Room is exceptionally large with patio doors on to well maintained garden with residents being provided with bird feeders. Care is excellent, staff friendly and approachable. My husband enjoys the varied food. No problems within three years. The staff have dealt with my very demanding husband in a caring and appropriate way. Only downside is parking can be a problem.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

My father has been staying at Norfolk House since July this year. I am extremely happy with the home, staff and facilities provided. The food is amazing and any problems that we have had has been dealt with in a fast and professional manner. My father is always clean and tidy and his room is immaculate. The staff are very friendly and always cheerful and helpful. I would recommend this home to anybody as it is an amazing place and my fathers very happy here.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   4.7 out of 5

As always, friendly greetings from the reception and every member of staff I passed today. Mum was dressed, clean and in her chair watching TV, nurse was giving her some tablets and interacting with her on a one to one basis. She also updated me on her diabetes and what mum has been up to, mum has dementia and since moving into Norfolk House 5 months ago, family members have been so impressed with the social interaction she gets throughout the day. She is far more alert and happy that she has been for years. it's such a relief to know she is so well cared for.

How likely would you be to recommend Norfolk House? Extremely Likely

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Average Rating:   5 out of 5

My family and I are satisfied with the care my son is receiving. He seems to be happy and settled.

How likely would you be to recommend Norfolk House? Likely

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Average Rating:   4 out of 5

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Awards / Recognitions

December 2017

Job Vacancies

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Care Home Idol 2016

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