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Inspection Summary

Overall summary & rating


Updated 14 June 2019

About the service:

Mountbatten Lodge is based in the outskirts of Hemel Hempstead close to local amenities and retail parks and is registered to provide accommodation and personal care to 60 older people. It provides a service to people living with dementia, people with physical disabilities and people with sensory impairments.

At the time of our inspection staff were providing accommodation and personal care to 56 people.

People’s experience of using this service:

Staff provided people with care and support that was exceptionally person centred and responsive. Staff promoted a wide range of individual hobbies and pastimes which made a significant difference to the quality of people’s lives. People were given every opportunity to raise concerns and they were completely involved in the complaints process such as by using Skype or e-mail. The provider used this information to transform people’s lives. Systems were in place to meet people’s end of life care needs and helped ensure people had a dignified death.

Staff understood the reporting procedures if they felt that people were at risk. Risks to people were identified and managed well. Sufficient staff were employed to make sure that people received their care in a timely manner. One person told us, "I don't have to wait long for [staff] when I need their help." Safe staff recruitment processes meant that only suitable staff were employed. People were involved with the recruitment of staff.

People received their medicines in a safe way and systems were in place for the safe handling, storage and disposal of medicines. Staff adhered to good standards of hygiene practice and promoted infection prevention procedures.

Staff received regular training updates, supervision and opportunities to further their knowledge. They knew people well and had the skills to meet their needs. Staff had a good rapport with people and promoted their independence People had variety in their diet and they ate and drank enough to maintain good health. Staff enabled people to access healthcare support by working well with others who had input into their care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff cared for people with sincerity, kindness and compassion. Staff were compassionate about promoting people’s privacy, dignity and independence. People chose how and where their care was provided and involved relatives and advocates when needed. People's food was presented in a way which supported people to eat in a dignified way. One person told us, "I like the way [staff] help me every single day. It means a lot to me to have such wonderful care."

The registered manager promoted and supported an open and honest staff team culture. Staff upheld the provider's values by enabling people to live fulfilling lives. Governance and oversight of the quality of the service was effective and helped drive improvements. People had a say in how the service was run and developed. People received care that worked well and was coordinated where others were involved including community nursing teams and GPs. One person told us, "I would absolutely have no hesitation in recommending the service to anyone. I am very happy living here."

Why we inspected: This was a planned inspection of Mountbatten Lodge based on the previous rating.

Rating at last inspection: Good (report published December 2016).

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

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 14 June 2019

The service was safe

Details are in our Safe findings below.



Updated 14 June 2019

The service was effective

Details are in our Effective findings below.



Updated 14 June 2019

The service was caring

Details are in our Caring findings below.



Updated 14 June 2019

The service was exceptionally responsive

Details are in our Responsive findings below.



Updated 14 June 2019

The service was well-led

Details are in our Well-Led findings below.