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ExtraCare Charitable Trust Lovat Fields Village Outstanding

Inspection Summary

Overall summary & rating


Updated 1 February 2020

About the service

ExtraCare Charitable Trust Lovat Fields Village is an Extra Care housing service. The village has 259 apartments and bungalows, and more than 300 people live in the village. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection there were 37 people receiving personal care.

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

There was a very comprehensive assessment of people’s needs that looked at all areas of their life such as physical and medical health, people’s mental health needs, social care needs, loneliness, social networks and their family history. As part of the assessment process, the service worked closely with other healthcare professionals such as occupational therapists and district nurses to make sure that care was always based on up to date legislation, and best practice.

Training was tailored to meet people's individual needs and the provider recognised that the on-going development of staff skills, competence and knowledge was central to ensuring high-quality care and support. Staff received regular, useful and engaging supervision from senior staff members. The staff appraisal system ensured that all staff were working to the same vision and values as the provider.

People experienced extremely positive outcomes regarding their health and wellbeing. A well-being advisor was available to support people with anything that could affect people’s health and wellbeing and action was taken quickly to address this. People were empowered to make choices about their health and how it should be monitored and managed.

The provider and the management team were highly committed to ensuring people lived fulfilling lives and were protected from social isolation. People were supported to attend a range of support groups and there was an extensive range of activities on offer to ensure people led meaningful and satisfying lives. New initiatives to combat social isolation and loneliness had been introduced to ensure people’s mental well-being was always maintained.

There was a positive commitment to ensuring innovative steps were taken to meet people’s information and communication needs. We saw that people’s communication needs were assessed and then information was provided to people in the way that suited them best.

The provider was very committed to sharing best practice and taking action on dementia. There was a ‘Dementia and Mental Wellbeing Enabler’ who supported people living with dementia-and other related conditions. They supported people with individual strategies, self- help groups and advice, so they could remain independent in their own homes.

People received compassionate end of life care that was planned with them and their families, in advance and centred around their individual wishes, spiritual beliefs and cultural needs.

A culture of being open and transparent was embedded in the service. There was exceptional communication throughout the service and we saw that regular meetings and focus groups gave people a forum to share their views. Everyone we spoke with confirmed that they felt involved and part of village life. We found the service had a positive culture that was person centred, inclusive and empowering.

The leadership, management and governance of the organisation assured the delivery of high quality, person-centred care. The staff understood the vision and values of the provider and these made sure people were at the heart of the service.

Staff understood their responsibilities to report any unsafe care. New initiatives to recognise and raise awareness of domestic abuse had been introduced, to keep people safe. People had risk assessments in place to enable them to be as independent as they could be in a safe manner.

Robust and safe recruitm

Inspection areas



Updated 1 February 2020

The service was safe.

Details are in our Safe findings below.



Updated 1 February 2020

The service was exceptionally effective

Details are in our Effective findings below.



Updated 1 February 2020

The service was caring

Details are in our Caring findings below.



Updated 1 February 2020

The service was exceptionally responsive

Details are in our Responsive findings below.



Updated 1 February 2020

The service was exceptionally well-led

Details are in our Well-Led findings below.