- Care home
Estherene House
Assessment report published 16 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 9 September 2026 to 30 September 2026. We visited the service 9 September 2026 and 23 September 2026. Estherene House is a residential care home providing support to up to 36 older people and people living with dementia, physical disabilities and sensory impairment. At the time of our assessment, there were 33 people using the service.
At our last assessment (published 14 July 2025), the service was rated requires improvement. The provider was in breach of regulations relating to staffing, governance and safe care and treatment. We served a warning notice for the breach of regulation relating to staffing.
This comprehensive assessment was prompted by a review of the information we held about this service, and to check the provider had made improvements and met the requirements of the warning notice. Improvements had been made and the provider was no longer in breach of regulations. The rating for this service has changed from requires improvement to good.
The provider had a learning culture. Systems helped reduce risks of abuse and avoidable harm. The environment was clean and well-maintained and risks mitigated, including checks and servicing of equipment used. Staffing levels were kept under review and staff received training relevant to their role. Staff managed medicines safely, however, we identified recording issues for topical medicines, such as creams, immediate action was taken to address this.
People’s needs were assessed and they were involved in the planning of their care, as were their relatives, where appropriate. People had enough to eat and drink to stay healthy. People’s capacity to make decisions was assessed. Where people lacked capacity, systems supported best interest decision making.
Staff treated people with kindness and compassion, and respected people’s privacy, independence, choice and dignity. Staff were knowledgeable about people and their individual needs. People’s care plans were person centred and guided staff in how their needs and preferences were to be met. People had access to social activity. People could provide feedback about their care, and their comments were valued and used to drive improvement.
The management team were visible, knowledgeable and supportive. Staff wellbeing was promoted and staff worked well as a team. Managers worked with the local community to deliver good quality care and were receptive to new ideas. There was a culture of continuous improvement with staff empowered to try new ideas.
People's experience of this service
During our visits we spoke with six people who used the service and two relatives. We also spoke with one relative on the telephone and received electronic feedback from a further two relatives.
People told us they staff treated them with kindness and listened to their choices. This was confirmed by our observations and people’s relatives. People and relatives felt people’s needs were being met. A relative told us, “It is the best home in Lowestoft. We get on well with the staff. [Family member] is happy there the staff are brilliant with [family member]. They bend over backwards.” Another relative said, “I have personally found [staff] to be very helpful and friendly… I'm very pleased that [family member] was made very welcome from day one… [Family member] says [they are] happy here. So that makes me happy and content to.”
People told us they had access to activities which they enjoyed, this included taking the lead in the delivering of some group activities.
People told us staff were available when needed. We observed staff were attentive to people’s needs and attended to people’s requests for assistance.
People told us they could have visitors when they wanted them and were supported to maintain relationships to those who were important to them and build relationships and friendships in the service. A relative told us, “This is my second home, it is wonderful here. I visit [family member], am always made welcome and we are one happy family.”
We received positive comments from people and relatives about the service provided. A relative told us, “I'm very glad that I found Estherene care home for [family member]. I can definitely recommend this loving and caring care home.”