Mountfield

Millcroft, off St Clement's Hill, Norwich NR3 3LS
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8.9 16 Reviews
  • Mountfield, Norwich
Mountfield is a newly refurbished care home in Norwich, designed specifically to meet the needs of up to 46 people living with dementia.

You can expect compassionate, high-quality care at the home, which is situated to the north of Norwich, close to Waterloo and Sewell Park, off St Clement’s Hill.

The home opened in January 2020.

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Care Provided by Mountfield

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • For a maximum of 46 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • Own GP if required
  • Palliative Care

Good to Know

  • Person in charge
  • Louise Tooke (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (46)
    • Single Rooms with ensuite Wet Room (46)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2019

Funding & Fees Guide for Mountfield

  • 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 Dementia Care £1,098 – £1,354
    • RESPITE Self-Funded Residential Dementia Care £1,098 – £1,354

  • Any external services will warrant additional charges
  • (these prices are only a guideline, please contact Mountfield to find out the exact price for your requirements)

Facilities

  • Gardens
  • Lift
  • Own Furniture if required
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access

Mountfield Reviews (16)

8.9

Mountfield has a Review Score of 8.9 (8.890) out of 10, based on 5 reviews in the last 2 years. Over all time Mountfield has 16 reviews.

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Review from A S (Son of Resident) published on 15 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Hello both my parents were moved to Mountfield in early December. Dad is physically frail and mum has dementia.
The care and compassion from staff in such a short time is already working.
I have noticed how much healthier and happy they both are.
The staff are very friendly and always happy to help.
All are a credit to the management team.
Management are also very kind and understanding.
I am so glad they are with you and being so well looked after.
Thank you.

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Review from Barry C (Husband of Resident) published on 17 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff show empathy and are always approachable and helpful. Only ever witnessed a truly 'caring' approach by all staff notwithstanding the challenges they face from 'difficult' human behaviour and this is key to my concerns for the wellbeing of my wife.

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Review from K D (Son of Resident) published on 2 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum is cared for, respected and treated with kindness. Nursing staff take great pride in their work. If I raise any concerns they are dealt with the same day. Ultimately, it’s sad to see someone you love deteriorating but at Mountfield Care Home, I know my mum will see out her days with compassion
and a human touch.
The activities are engaging and to add, the food is pretty good as well.

Reply from Gail Fone, Manager at Mountfield

Thank you for your kind words. We strive to give quality care at Mountfield and your words support what we try to accomplish with all of our residents and their families. Dementia is very hard on loved ones, watching Mum or Dad slowly ‘disappear’ in front of your eyes. At Mountfield, we support our families to recognise those moments of connection and embrace those ‘butterfly moments’.


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Review from Liz S (Daughter of Resident) published on 14 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My elderly Mum, 94 years old, entered Mountfield 9 weeks ago after Dad and I struggled to care for her at home. She had declined, with CKD and signs if dementia. From the very first day, the care staff and management went above and beyond, doing everything they could to keep Mum as comfortable as possible
and were absolutely wonderful with my elderly father and I too! Kind, caring and our main source of support, through the last days of her life. We can't thank them enough and it's a very good care home. The deputy manager was outstanding!

Reply from Bethany Tooke, Team Leader at Mountfield

Thank you for lovely review, it means a lot to the team to receive these kind words. It was a pleasure looking after your mum and getting to know you all.


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Review from Helen M (Daughter of Resident) published on 3 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A great care home for our mum. Mum has not always been in the best of moods or compliant with taking meds etc due to her Alzheimer's but the staff are always patient with her, they care for her in a very loving way. They inform us every step of the way with any health or other issues, sort things out
in a timely manner and never make us or Mum feel that anything is too much trouble even though we know they are rushed off their feet. They have facilitated video meetings to discuss issues as me and my siblings are not all local and also video calls with mum for the same reason. They do lovely activities and make the lives of their residents as fun as possible. Highly recommended.

Reply from Sarah Hill, Customer Relationship Manager at Mountfield

Thank you for your lovely words. The staff at Mountfield are glad that you are happy with the care your mother is receiving. Your review is much appreciated.


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Review from Roberta H (Daughter of Resident) published on 6 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A wonderful care home with excellent staff who go way beyond there duties to make the patient as well as family members feel at ease and at home. A very friendly atmosphere, exceptionally clean with the addition of fresh cooked food on the premises (my dad loves it here). Lots of amenities and different
activities each day. The safety aspect (24 hour care) also means that I can relax knowing that my father is being well taken care of by a very dedicated diligent team whom my family very much appreciate.

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Review from Sean R (Son of Resident) published on 2 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father is a resident here. My brother and I collected my father yesterday to take him for a day out. The cleanliness of him was impeccable, and his appearance was fantastic; he was so clean and smelt so nice. The preparation for the carers to get him ready was amazing, and they even put the wheelchair
I required in the back of my car. The staff at this care home are top class. If anyone is thinking of putting a relative or friend into this care home, they will not be disappointed because they provide a fantastic service. My father is very happy here.

Reply from Debbie Bush, Manager at Mountfield

Thank you for the kind words. Dad is a pleasure to care for and always has a big smile on his face.


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Review from R H (Wife of Resident) published on 6 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A year ago, my husband required a care home that was totally committed to the complexities of advanced dementia. With multiple dementias plus complex underlying health problems, he is very well placed at Mountfield. Although it is heartbreaking to witness his steady decline, there is great comfort in
knowing that he is safe and well cared for. His nurses and carers are kind, patient and interested in who he is. I feel fully included in his care plan as it continues to develop and have a good working relationship with the Mountfield management team.

Reply from Debbie Bush, Manager at Mountfield

Thank you for the review we are pleased you are happy with the care and support we are providing, he is a pleasure to care for and a wonderful smile.


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Review from Jayne T (Daughter of Resident) published on 28 July 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Wow! This home is simply the best. The staff understand my mum's complex needs and are always available to offer the family support and advice. They are in fact an extended family to us. We looked extensively to find a home which would be to the high standards which we expect and Mountfield has certainly
ticked all our boxes. Mum has been living there now for over 2 years. All through the pandemic, the staff have been supportive and caring. We, as a family, were able to sleep at night knowing that Mum was safe, well and loved, even though she was isolated from her family.
We all love receiving the newsletter to see what has been going on and any future plans.
Now that restrictions have been lifted, it is so nice to visit Mum in her surroundings. All staff always make us feel welcome, and I can clearly see how much Mum is loved.
Would like to say a big thank you. You are a wonderful team, hope if I should need to go to a care home, it is one with such caring staff.

Reply from Sarah Hill, Customer Relationship Manager at Mountfield

Thank you for your lovely review, the Mountfield team are always delighted to have such great feedback we really appreciate it.


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Review from James (Son of Resident) published on 28 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Whenever myself and my sister have been to visit Mum, there’s always been a carer with Mum to make sure she’s as comfortable as she possibly can be. She’s been extremely well cared for. Mum’s got a lot of health issues as well, and they are all taken care of. Thank you for all of your help.

Reply from Caroline Beale, Customer relationship manager at Mountfield

Thank you for your lovely review. Priority is always given to make sure our residents are happy and comfortable. Your kind words are really appreciated.


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Review from Paul C (Son of Resident) published on 20 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum was a resident at Mountfield for a year. During this time, she was looked after 24/7 by very caring staff and managers. The home is bright, modern and airy, and the atmosphere was always one of fun, friendly and caring. Residents are active on a daily basis, and the meals are freshly prepared on-site.
The staff were diligent and caring, right the way until Mum passed.

Reply from Caroline Beale, Customer relationship manager at Mountfield

Thank you for the feedback, Paul, it was a pleasure for us to care for and support mum during her time here with us; she was a wonderful character, and we miss her dearly.


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Review from Sheila L (Daughter of Resident) published on 30 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I felt that I needed to write a review for Mountfield they have been excellent in looking after my mother. I must mention one particular member of staff, who always seems to go above and beyond what her normal duties would be. She genuinely cares for the residents she looks after and their relatives.
Knowing my mother is cared for by someone like her is not only reassuring for us as a family but also for my mother.

Reply from Caroline Beale, Customer relationship manager at Mountfield

Thank you for such positive feedback, it is good to hear the staff go above and beyond and that this is noticed, the team here really do care and this shows.


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Review from John H (Son of Resident) published on 9 September 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Good home. My dad enjoyed his 2 weeks respite care. He prefers his own company so didn't take part in the activities but said the staff were great, he loved his room, and enjoyed the food. Was great to relax knowing Dad was being cared for and the staff gave us great updates and weren't shy to ask if
they needed extra info which was very good.

Reply from Caroline Beale, Customer relationship manager at Mountfield

Many thanks for the positive feedback, we are pleased Dad enjoyed his stay with us. Please do let us know if you need any support in the future.


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Review from Lyn C (Daughter of Resident) published on 9 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been at Mountfield for 5 weeks now and I have been extremely pleased with the level of care she has received so far. All the staff have been friendly, welcoming and professional. Nothing has been too much trouble and in these difficult times, they've done their very best to help her settle
in. She has a beautiful room and all the aids she required to make her life easier. My mind is at rest.

Reply from Caroline Beale, Customer relationship manager at Mountfield

Many thanks for the positive feedback, we are pleased Mum has settled in so well and your mind is at rest. Please do let us know if we can support in any other way.


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Review from Julia P (Daughter of Resident) published on 10 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother tells me that the care she received is, in her words, 'marvellous'. She has told me that the food is 'nourishing' and there is plenty of it. She appreciates that her personal dignity is maintained, that the carers are gentle but thorough with her when providing personal care, she is not rushed,
it is performed at her pace. I am so happy that she is settled and to know that she is being so well looked after. I'm really pleased I chose Mountfield.

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Review from J H (Resident) published on 4 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

At first, it was not my intention to stay here, but I decided to give it a chance, especially as my daughter was keen that I should and all things considered - I'm glad that I did! I was given an excellent room, and the caption on the door is one I would like to take with me. The service has been first-class,
and much has been done to make me feel at home here. My presence here has been one to enjoy rather than merely to provide facilities.

Reply from Richard Smith, Marketing Manager at Mountfield

Thank you for your kind comments about Mountfield and we are pleased that you are enjoying the care and support you are receiving.


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Current Review Score: 8.9 (8.890)

Overview of Review Score

The Review Score of 8.9 (8.890) out of 10 for Mountfield is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 5 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.0 out of 5 from 5 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 4.847 for Mountfield is calculated as follows: ( (50 Excellents x 5) + (9 Goods x 4) ) ÷ 59 Ratings = 4.847

  • 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 4.043 Points relating to the number of positive Reviews for Mountfield is based on 5 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 = 3.5

    • 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 46 registered maximum number of service users is 9.2. 5 Positive Reviews ÷ 9.2 = 0.543

  • 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.

Performance

Care Quality Commission (CQC) Rating

Date: 23 Sep 2021

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • 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

Awards / Recognitions (2)

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Meet the Team (1)

Debbie

Debbie Bush

Job Title: Registered Manager

Joined: 2021

I started in the care sector just over 20 years ago, working my way up the ladder from a kitchen assistant through to registered manager. I am very passionate about my role and happy that I can support the whole team as I have done their roles too. For me, the wellbeing and day to day living for our residents is an area I am most passionate about. In my 20 plus years I have had the privilege to work with and support some amazing people and learn from them and their experiences.


I became the manager of Mountfield in September 2021 and I am very proud to me part of a dedicated and passionate team who pride themselves on delivering high-quality person-centred care.


Frequently Asked Questions about Mountfield

What types of Care is Mountfield registered for?

Older Person Care, Dementia & Respite Care are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Mountfield provide?

Palliative Care, Day Care, Convalescent Care & Own GP if required are other types of care provided.

How many Rooms does Mountfield have?

There are 46 Single Rooms.

What are the Facilities & Services at Mountfield?

Own Furniture if required, Lift, Wheelchair Access, Gardens, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Mountfield to the centre of Norwich?

1.2 mile(s) as the crow flies, distance by road may be significantly further.