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CQC warns Norfolk residential home it needs to do more to protect the safety and welfare of people

28 August 2012
Whitehall Lodge Residential Home
Whitehall Care Limited
  • Media,
  • Care homes without nursing

28 August 2012

Regulator demands improvement by owner of Norwich care home.

The Care Quality Commission has issued a formal warning to the owner of Whitehall Lodge Residential Home, saying they must make improvements to standards of care or face further action.

The warning follows an unannounced visit by inspectors to the home in Whitehall Road, Norwich, on 10 July.

During the visit inspectors found the owners of the home needed to make improvements in relation to the safety and suitability of premises and assessing and monitoring the quality of service provision.

  • Inspectors found strips of flooring in a corridor were missing, presenting a trip hazard.
  • A toilet had been withdrawn from use as it was leaking.
  • Paint was peeling off the walls in the main bathroom and the bath panel had a rotted at the base meaning it was difficult to clean the room properly.
  • There was no bolt on the main bathroom door to prevent anyone intruding if staff were assisting someone to bathe.
  • Trailing wires were found in three bedrooms. There was no evidence that any risk assessment had been carried out in relation to this and to ensure people were not at risk of falls as a result.
  • A fire door which should have been kept shut and locked wasn’t. This meant there was access to the fuse box and the mains electricity supply which posed a risk of electric shock.
  • A survey to assess people’s views about the quality of service being provided asked if people felt they would have to wait for assistance to use a toilet or commode. A third said they felt they would have to wait but there was no action plan to show how the service would address this.

Andrea Gordon, Deputy Director of Operations (regions), said: "The law says these are the standards that everyone should be able to expect. Providers have a duty to ensure they are compliant

“This warning sends a clear message that the owner of Whitehall Lodge needs to address this issue or face further consequences.

“Our inspectors will return in the near future and if we find that the required progress is not made we won’t hesitate to use our legal powers to protect the people who use this service."

Whitehall Lodge Residential Home provides accommodation and personal care for up to 29 people.


Notes to editors

CQC will publish further details of the inspectors’ findings in a review of compliance on its website at a later date.

CQC has issued the warning notice to Whitehall Care Limited, Axis Court, Mallard Way, Riverside Business Park, Swansea Vale, Swansea, SA7 0AJ, the owner of Whitehall Lodge, Whitehall Road, Norwich, Norfolk, requiring that action is taken to meet:

  • Regulation 10, assessing and monitoring the quality of service provision, and Regulation 15, safety and suitability of premises, Health and Social Care Act (Regulated Activities) Regulations 2010.

Inspectors will carry out a further unannounced visit to assess whether the necessary improvements have been made.

The deadline for improvement in relation to the warning regarding Regulation 15, safety and suitability of premises, is 14 September 2012 and the deadline for improvement in relation to Regulation 10, assessing and monitoring the quality of service provision, is 31 August.

If improvements are not made, CQC has a range of enforcement powers which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.