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Lester Hall Apartments Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 21 November 2019

About the service

Lester Hall Apartments is a residential care home providing accommodation and personal care to 24 people who were primarily living with mental health needs at the time of the inspection. The service can support up to 33 people in individual apartments within an adapted building.

People’s experience of using this service and what we found

People's care plans included detailed guidance and information about measures required to reduce risks. People’s safety was not always promoted by staff as some staff had not followed guidance or understood how they should reduce potential risk. People were supported to take their medicines. Medicine records were not always completed correctly or accurately.

Systems to monitor the quality of the service were in place but these were not always effective in identifying where improvements were required. The provider was in the process of implementing more robust systems and processes at the time of our inspection. These had yet to be embedded into working practices to demonstrate they could support sustainable improvements.

People were supported by sufficient numbers of staff who had undergone a robust recruitment process. Staff had knowledge and understanding of reporting potential safeguarding concerns and following infection control procedures.

People’s needs and expectations of care were assessed and used to develop a care and support plan. Staff were supported through ongoing training to enable them to meet people's needs. Staff promoted people’s health by supporting them to attend routine and specialist appointments and by liaising with health care professionals when required.

People were supported to have maximum choice and control of their life and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were positive about the staff and care provided. They spoke of the caring and respectful nature of staff and how staff considered their privacy, dignity and independence.

Care plans were in the process of being revised and updated to support staff to provide personalised care. People were encouraged to take part in activities and interests of their choice, including going out into the local community. There was a complaints procedure in place and systems in place to deal with complaints effectively. The service provided appropriate end of life care to people.

The management team were aware of their role and responsibilities in meeting their legal obligations. The provider worked with key stakeholders to facilitate improvements, develop the service, and keep up to date with good practice.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Lester Hall Apartments on our website at

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 21 August 2018) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.


We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 21 November 2019

The service was not consistently safe.

Details are in our safe findings below.



Updated 21 November 2019

The service was effective.

Details are in our effective findings below.



Updated 21 November 2019

The service was caring.

Details are in our caring findings below.



Updated 21 November 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 21 November 2019

The service was not consistently well-led.

Details are in our well-led findings below.