Barchester Hethersett Hall

Norwich Road, Hethersett, Norwich NR9 3AP
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9.7 117 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 by Barchester Hethersett Hall

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Permanent Care
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 67 Service Users
  • Privately Owned
  • Other Care Provided
  • Convalescent Care
  • Palliative / End of Life Care
  • Parkinson's Disease
  • Stroke

Good to Know

  • Person in charge
  • Elena Sandu (General Manager)
  • Admission Criteria
    • On request
    • Ages 65+
  • Room Information
    • Single Rooms (67)
    • Single Rooms with ensuite Wet Room (57)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2007

Funding & Fees Guide for Barchester Hethersett Hall

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,300
    • Self-Funded Residential Dementia Care from £1,300
    • RESPITE Self-Funded Residential Care from £1,300
    • RESPITE Self-Funded Residential Dementia Care from £1,300

  • 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)

Facilities

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

  • Parking is available onsite


Barchester Hethersett Hall Reviews (117)

Total of 117, showing 41-60
9.7

Barchester Hethersett Hall has a Review Score of 9.7 (9.741) out of 10, based on 23 reviews in the last 2 years. Over all time Barchester Hethersett Hall has 117 reviews.

Overall Experience

  • 77
  • 36
  • 2
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Date Published

117
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Review from Bob B (Resident) published on 18 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I'm early to this as my relative has only been in the home since May.
Access to her has been difficult with Covid, but I have used video FaceTime every week, and one external visit.
I'm kept fully informed of her welfare. All staff have been amazing.

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Review from Gay B (Daughter of Resident) published on 17 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Hethersett Hall has been a very good home for my mother. She enjoys the contact with other people and is well cared for. During the lockdown, I was very relieved to know she still had companionship and was safe, though obviously disappointed that I couldn’t see her for very understandable reasons.

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Review from Janet C (Niece of Resident) published on 17 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are always approachable, friendly and keep the relatives well informed. The activities are well run, and the activity team work hard to provide things that appeal to all groups of residents.

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Review from M F (Resident) published on 3 August 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I moved to Hethersett Hall 2 years ago. My first impressions were good. Beautiful home, set in gorgeous grounds. The staff complimented this background. The carers are certainly 'carers'. I certainly felt welcome and made friends. Due to COVID-19 management soon put in measures to safeguard us. Carers
and domestic staff practice strict hygiene rules. Our events staff put an interesting program including skype calls to family and friends. We feel we are in a privileged position here.

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Review from E E (Resident) published on 16 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The home is warm, comfortable, and we are well fed.
We are treated excellently because we are treated like normal beings.

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Review from Peter P (Resident) published on 3 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Some 2 days after arriving at Hethersett Hall the friendly atmosphere was soon noted, this obviously terminated from the staff of care workers both male and female whose overall job is to reach out to residents with tender love and care, this done in a wonderful Christian outlook.

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Review from T C (Resident) published on 25 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Suits me ideally. Overall very satisfied.

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Review from Dulcie A (Resident) published on 12 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I came to Hethersett Hall for two weeks to assess whether it would be suitable for my husband and myself. He was very unhappy in a home for dementia only residents. He visited Hethersett Hall and said it would be like coming home. He chose a room and a date was arranged for him to come. Unfortunately,
he had a fall where he had broken his hip. This was followed by a brain haemorrhage and he died. Hethersett Hall was outstanding in the help they gave me at the time. As I suffer from arthritis and spinal stenosis and fibrillation, I decided to stay at Hethersett Hall permanently and have not regretted this decision.

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Review from Mike B (Son of Resident) published on 28 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our parents went into Hethersett Hall in October and we have been so lucky to have found such wonderful people to look after them. Attentive, caring, humorous, are three things that aptly can be applied. Throughout the Covid crisis we have had Skype calls, photos and a video and both our parents look
happy and cared for. That has been a challenge as Dad has at times struggled but we are at ease with where they are.

Reply from Kerry Tidd, General Manager at Barchester Hethersett Hall

Thank you so much for your review Mike, we all appreciate your kind words and love your parents so much as we do everyone we care for, hope to see you all very soon.


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Review from Elizabeth L (Daughter of Resident) published on 20 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum is a relatively recent resident. Prior to the Coronavirus lockdown, she had been coming in for daycare. The home was one of the first to shut their doors for safety, and this difficult decision was taken in the best interests of the residents. Since then all staff working in all parts of the home
have pulled together to ensure that residents continue to have a range of activities, and do not miss out as a result of people not being able to visit. They are cheerful and kind. The manager, for example, helps by acting as a hairdresser for a shift, so residents do not miss out on the lift offered by having their hair done. Carers have made every effort to ensure Mum settles in, and also to maintain contact with friends and family outside by setting up and helping with video contact. I have been very grateful, and most impressed.

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Review from Neil F (Son of Resident) published on 15 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has been at Hethersett Hall for many months now, recently moving into the dementia suite following her continued mental decline. The building, rooms and facilities are of a very high standard, but it is the level of care Mum has received which is outstanding. It is clear the staff have very good,
deep relationships with residents, and as a family, we have been hugely impressed throughout. It gives us great comfort, especially at times like now where we are not allowed to visit, and staff are regularly updating us, using video calls to maintain contact - outstanding in every respect.

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Review from Chloe G (Granddaughter of Resident) published on 14 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Hethersett Hall is a wonderful care home. We looked at a number of homes for my nan, and this one was way above the rest in quality. My nan really enjoys her routine there, with wonderful food that she loves, and plenty of activities to enjoy. The staff try very hard to make it nice for residents and
are especially good at putting on special events and celebrations for residents. I am really pleased with the effort they make.

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Review from Ian (Son of Resident) published on 8 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Hethersett Hall is not the cheapest care home by far, but the level of care and standard of the facilities are excellent.
The team go out of their way to provide excellent support. Residents are provided with an excellent entertainment package to keep the week lively and enjoyable. The food is excellent
too.
During this difficult time, the team have kept me informed of the impact of Covid-19. They have also reassured me that the right care and protection is in place. Video calls have been set up.
An excellent care home.

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Review from N G (Daughter of Resident) published on 24 March 2020
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I implore you to look at the CQC report.
The report is from a professional organisation. If you live a distance away, you may struggle to get up to date information both verbally and written. If you have concerns they may not be answered. If you ask for any addition to the room, it may not happen.
I can only reiterate read the report.

Reply from Kerry Tidd, General Manager at Barchester Hethersett Hall

We are clearly very disappointed to read your review of the care we are delivering for your loved one. We are very prepared to address every individual issue that you have with specific examples and you are invited to ring at any time to talk through any and all concerns you have. We have discussed your mother’s care and needs in great depth with several members of the family and some have been very happy to give us a 5* review for the care and service she is receiving and have assured us they are happy in every respect. However, your personal view is just as valuable to us and we hope that, in time, you feel able to work with us to go forward with only your mother’s best interests at heart.


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Review from R A (Resident) published on 16 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

During the past 15 months every member of staff from whichever department has shown a friendly smile and genuine interest in supplying a good and sensible response to every demand and request!

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Review from John B (Brother of Resident) published on 20 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister has been a resident for over 3 years. I have visited her at least twice a week throughout her stay. I have visited in the mornings, afternoon and evenings. I have met dozens of staff member sand found them all very pleasant and professional. I am 67 years old and visited many relations and
friends in various care homes and hoped I would never end up in one. When my sister became a resident at Hethersett Hall, my whole attitude changed. It is more like a hotel than a care home. I would have no worries if I were to become a resident myself.

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Review from E H (Respite Resident) assisted by family/friend published on 20 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Friendly and helpful staff. Home in a lovely location. Nice room with a lovely view.

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Review from K F (Resident) published on 16 October 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I stayed at Hethersett Hall for two weeks to recuperate after a bowel operation. The setting is lovely. The decor pleasing and facilities were excellent. The care was very good. Staff were cheerful, kind, eager to please and considerate. Nothing was too much trouble and the whole atmosphere was happy
and friendly. My visitors were impressed.

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Review from Elizabeth W (Sister-in-law of Resident) published on 3 October 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Hethersett Hall has beautiful surroundings which helped my Sister in Law when she arrived there in October 2018 (for two weeks respite care, after several years unwell at home, and in and out of the hospital). The staff have been so kind and caring, gently encouraging her to eat better and come out
of her room and chat with people to try some new activities. The very kind care has restored her confidence, improved her general health and helped her cope with bereavement. Our family are very grateful for this. Having worried for several years, while my Sister in Law was living in their own home, it is a great relief not to worry now she is so well cared for at Hethersett Hall.

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Review from R B (Daughter of Resident) published on 28 August 2019
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

The latest CQC report says it all. Wonderful caring staff (especially thoughtful and loving during the time our Mum died), beautiful grounds and interior, fantastic activities team but systems and management much lacking and at times unsafe. Our Mum was put at serious health risk due to this, more
than once. Go if you, or your relative, can make your/their needs known but if vulnerable, have dementia, find it difficult to communicate do not go (at the moment) unless you have an advocate/relative who can protect and make sure your interests are met. Hopefully, the latest CQC report will lead to a much-needed tightening of protocols, communication and systems to give a high-quality standard of personalised care everyone is entitled to!

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Current Review Score: 9.7 (9.741)

Overview of Review Score

The Review Score of 9.7 (9.741) out of 10 for Barchester Hethersett Hall is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 23 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 23 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.741 for Barchester Hethersett Hall is calculated as follows: ( (212 Excellents x 5) + (53 Goods x 4) + (9 Satisfactorys x 3) ) ÷ 274 Ratings = 4.741

  • b) 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 23 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 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

    • ii) 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 23 Positive reviews. Points = 1

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

  • 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.

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Bed Vacancies

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Awards / Recognitions (13)

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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