Following the Care Quality Commission (CQC) inspection in August 2025, which rated The Paddocks as Inadequate, we want to reassure residents, families, and stakeholders that we have taken decisive steps to address all concerns.

We acknowledge that, over the past year, changes in management led to a lack of continuity, which impacted the service. To strengthen leadership and stability and whilst we are actively recruiting for a new permanent manager, we have appointed a new interim manager who has been in place since middle of September 2025 and a deputy manager, ensuring consistent leadership and clear accountability moving forward. Other members of the operations team moved to the service offices, to offer additional oversight and support to the local teams.

At the end of September, we were visited by Norfolk County Council’s Integrated Quality Service, who noted positive improvements already in place. We continue to provide regular updates to relevant stakeholders on our progress, reinforcing transparency and collaboration.

While we recognize the importance of the CQC report, we also acknowledge that some aspects of the report do not fully reflect the broader context of our service. Some evidence provided to the regulator was not taken in consideration. However, our focus is firmly on driving improvements and working collaboratively with all partners to achieve positive outcomes for our residents.

What We’ve Done Since August

• Implemented a detailed Action Plan for The Paddocks, with clear priorities, responsibilities, and timescales, shared with the Norfolk County Council on monthly bases, for transparency.
• Strengthened governance and leadership through regular progress reviews and hands-on management presence.
• Introduced new quality assurance scheme which provides the service with professional and tested auditing tools, which are fully aligned with CQC expectations and requirement for oversight of the service.
• Enhanced infection prevention and control measures, supported by monthly audits and documented compliance tracking.
• Reviewed and updated parts of care plans, ensuring clarity in risk management and compliance with best practice standards.
• Introduced lessons learned processes, ensuring staff sign-off on updates and cascading best practices across the team.
• Recruited high calibre team members into our key roles.

Looking Ahead

We will continue to work in collaboration with external stakeholders and provide regular update on our progress. Our goal is clear: to restore confidence, deliver safe and compassionate care, and achieve a positive CQC rating at the next inspection.

Thank you for your trust and support as we move forward together.