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Inspection Summary

Overall summary & rating


Updated 31 October 2019

About the service

Lucerne House is a residential care home providing personal and nursing care to 72 people at the time of the inspection. They provide care to younger and older adults. The service can support up to 75 people. The building has three units. During the inspection Shillingford (also known as Memory Lane) provided care to 30 people living with dementia, Ide provided predominately nursing care to 28 people and Alphinbrook care to 14 younger adults.

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

People received an outstanding, personalised, caring service. People told us they received very kind and respectful support from staff who promoted their abilities, knew them well and genuinely enjoyed their company. The whole staff group worked as a team to support people in a person-centred way. Care was planned, risk assessed and put in place with full consultation and involvement of people and their relatives where this was appropriate.

People were valued and placed at the heart of the service. Staff promoted people's privacy and dignity and enabled them to make choices and have as much control and independence as possible which helped build meaningful relationships.

Feedback about the service from people, family and linked professionals always mentioned the service in outstanding terms. People said, “The staff here have time for you. They are always relaxed and happy and have time to chat and even banter with you” and, “I can’t fault the care here. I know the care I get here, courtesy of the wonderful staff, is of the highest order.”

Relatives commented, “I feel the care my relative receives is individually suited to their needs, and they are very much treated as an individual”; “The staff keep me very well informed about my relative’s condition and what’s happening to improve things since they moved here from hospital” and, “I visit my relative daily and without fail, the atmosphere is lovely and all the staff are so friendly and welcoming”.

People received effective care and treatment from competent, knowledgeable and skilled staff who had the relevant qualifications to meet people’s needs. The provider had a good system to ensure all staff had regular training to keep them up to date with best practice. Training courses and events were relevant to the people living at the service and staff ensured they put learning into practice.

People were assured of their rights being upheld to the maximum level possible. The service applied the Mental Capacity Act 2005 (MCA) to the full. People were supported to have exceptional choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the training, management, policies and systems in the service supported this practice. Every person bar none were seen as individuals and the staff sought to identify goals and aspirations for each person, so they could live their life to the greatest extent of their ability while at Lucerne House. Every effort was then made to ensure those goals and aspirations could be realised.

The service was accredited for its care of people living with dementia. Staff were trained to understand dementia and were passionate in ensuring they continued to put this into practice. Each person’s individual life and dementia journey was important to staff and was used to inform best interests decisions. The service established relationships with and worked with local groups, including schools and tradespeople, to improve the experience and understanding of people living with dementia. As a result of this carers were also supported.

Activities were provided seven days a week by a passionate and experienced activity team. These offered a wide variety of relevant and meaningful activity both inside and outside of the service. Staff got to know people and ensured activities were enjoyed and meaningful, using past interests.

Medicines were generally managed safely. There were

Inspection areas



Updated 31 October 2019

The service was safe.

Details are in our safe findings below.



Updated 31 October 2019

The service was exceptionally effective.

Details are in our effective findings below.



Updated 31 October 2019

The service was exceptionally caring.

Details are in our caring findings below.



Updated 31 October 2019

The service was exceptionally responsive.

Details are in our responsive findings below



Updated 31 October 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.