Burlington Hall Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last inspection we rated this key question good. At this inspection, the rating has changed to outstanding. This meant service leadership was exceptional and distinctive. Leaders and the culture they created drove and improved high-quality, person-centred care.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

The provider, registered manager and management team had a completely clear vision and strong values about putting people at the centre of their care. They had successfully instilled this in the staff team. As a result, the culture at the service was exceptionally positive. The registered manager explained, ‘‘We put people first here and base everything we do around not only the support they need but the support they want. We do not want to stand still, and we have to keep evolving. We want to have good feelings all the time here and everyone who visits describes the service as having a family atmosphere. We make sure staff are the best they can be because we support them as well and we want to deliver a friendly service for people.’’ This was reflected in our observations and in the positive outcomes people have had as outlined throughout this report.

Throughout our inspection, we observed people to be exceptionally relaxed and happy both with the staff team and with each other. There was always a lot of conversation between people and staff and people were laughing and visibly happy as they were supported. Staff clearly enjoyed their job roles and spent every minute of time they were not supporting people with essential care, sitting with people and engaging with them. As a result, people were protected from social isolation or feeling lonely. There were numerous pictures at the service in communal areas and people’s bedrooms showing people and staff team spending time with each other and enjoying each other’s company.

Without exception, people who had started to use the service had achieved positive outcomes in relation to both their physical and mental health as a result of the positive culture at the service. Some people had historically become anxious and upset frequently and needed direct support or medicine to feel better. The need for this had significantly reduced for these people as a result of staff support. One relative explained, ‘‘I used to always be on edge waiting for the phone call about [family member] and another incident where they needed to have emergency medicines. It literally has only happened once or twice since he lived here. Its amazing and all down to the way the staff support them. I was able to go away on holiday for the first time in ages and felt completely fine about doing this as I knew [family member] would be so well looked after.’’

People and relatives’ comments about the culture and feel of the service was amazingly positive. People’s comments included, ‘‘I absolutely love it here. I could not imagine being anywhere else.’’ and ‘‘[Staff] are friends first and go out of their way to make you feel good. I have been helped to make friends here too.’’ One relative told us, ‘‘[Family member] is just so happy and settled. The service always have a warm and friendly feel to it, and it feels like a second home to me too.’’ Another relative said, ‘‘[Family member] was always happy at the service. There was such a distinct and noticeable improvement in their personality and how their dementia impacted them. The management and staff team are exceptional.’’

Many relatives whose family members had passed away, chose to come and visit the service as visitors and volunteers because they valued the friendships they had made with each other and the staff team. This was another strong indicator of the very positive culture at the service.

The provider had exceptionally inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty.

People, relatives, professionals and the staff team were exceptionally positive about the kind and caring nature of the registered manager. The registered manager was incredibly visible at the service, working alongside the staff team and supporting people to make sure they knew them well. They took it upon themselves to lead on assessments and make sure they could meet every specific preference for people before they started living at the service. Throughout the inspection it was very clear how passionate they were about supporting people. They spoke knowledgably about people and explained to us how they had worked with them to help them achieve their outcomes as explained through the rest of this report.

People’s comments about the registered manager included, ‘‘[Registered manager] is wonderful and always have time for you no matter how busy they are.’’ and ‘‘I see [registered manager] walking around all the time, and they are never just shut in the office. They always have a smile and a kind word for you.’’ Relatives told us, ‘‘I went to a few care homes before this one for my [family member]. All of them took me to an office, sat me down and talked about money. [Registered manager] said they would not discuss anything until they had met [family member] and spent some time with them to make sure it was the sort of service that they needed. I cannot speak highly enough of [registered manager]. They have a wonderful warm uplifting personality, and I really do think they care.’’ and ‘‘[Registered manager] sets the tone for Burlington Hall.Their enthusiasm in improving every aspect of the home shines through.They have a deep connection with every person and a profound understanding of every detail of their support.They and their colleagues are truly outstanding.’’ Professionals also noted the kind and caring nature of the management team. One professional said, ‘‘[Registered manager] leads from the front and takes the staff with her on their ambitious journey to give people the best care they can have.’’

Relatives told us how the registered manager went above and beyond to show their compassion when their family member passed away. The registered manager supported relatives during and after this period of their family members life. They attended every funeral for people who passed away and crucially organised for staff who were close to people to also attend and say their farewells. The impact this had for relatives was extremely positive. One family member said, ‘‘[Registered manager] continues to be exceptional even after [family member] is no longer living at the service.’’

The registered manager was incredibly open and honest with people and relatives. There had been no serious concerns raised about people’s care by relatives, staff or professionals however minor concerns were looked in to in great detail. The registered manager always got back to people with a comprehensive list of actions they would be taking to improve the quality of care for people. One person said, ‘‘Ask and you shall receive. The staff team are always quick to get things changed if you want them to.’’

The provider was also very present at the service visiting frequently visiting to speak with people and the staff team and get their feedback They advertised the purpose of the visit encouraging staff to speak with them so they could make changes and make any improvements if they were identified. One relative said, ‘‘[Provider] is as dedicated to the service as anyone else who works there. They are approachable, open, honest and take the time to truly listen to you.’’

The registered manager and management team were extremely capable in their job roles and had a complete and thorough oversight of the service. This had enabled them to monitor people’s care to the level where they were having consistently positive outcomes as discussed throughout this report. One professional told us, ‘‘Never before has it been so clear to me the difference a strong and positive management team make at a service. They know every aspect of every person’s care and as a result people have the best experiences and great outcomes.’’

The provider fostered a culture where people felt they could speak up and their voice would be heard. Staff knew how to speak up and raise concerns and told us they would feel comfortable doing this. People and relatives knew what to do if they needed to make a complaint and were assured that these would be investigated and taken seriously. The management team kept a record of concerns and made sure people were responded to with a resolution and any changes that would be made as a result of the concern being raised. One relative said, ‘‘I have never needed to raise a concern, but I know if I do it would be taken very seriously.’’

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff enjoyed working at the service and felt well supported by the management team. They were supported to be confident and apply their knowledge towards new opportunities if they chose to do so. The providers recruitment process was fair and equitable.

The provider had clear responsibilities, roles, systems of accountability or good governance. Audits and governance measures put in place by the registered manager and management team had proven to be effective in identifying and addressing areas where improvements may be made. The provider also completed checks and audits to monitor the quality of the service. There were plans in place to ensure the service was sustainable in light of emergencies such as those relating to fire or staffing levels.

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement.

The registered manager and staff team understood the crucial importance of linking and working with professionals to promote the best outcomes for people. They contacted professionals such as GP’s, speech and language therapists, physiotherapists and psychologists depending on the support people needed. Contact was made immediately with professionals and information about how best to support people was shared in great detail. Staff advocated for people whilst they saw professionals too. As a result, people had seamless support from professionals as soon as they needed it. This resulted in brilliant outcomes for people as explained throughout this report.

We received fantastic feedback from professionals about they way people were supported by the management and staff team. For example, one professional said, ‘‘[Management team] maintain excellent oversight of the service and are highly responsive to the needs of people, relatives and healthcare professionals, adopting a genuine hands-on approach to management. During our visits, I have frequently seen them engaging directly with people in a warm, respectful and compassionate manner. They take the time to understand people’s needs, proactively identify concerns, and ensures appropriate support is provided promptly. Communication with us is consistently professional, collaborative and focused on achieving the best possible outcomes for people. There is a culture of accountability, kindness, and excellence throughout the home. The staff team are equally deserving of recognition. They consistently demonstrate dedication, professionalism and genuine compassion in their daily interactions with people. The positive relationships they have built create a welcoming, safe, and supportive environment where people are treated with dignity and respect.’’

The staff team made every effort they could support people to be a part of their local community and follow them know social past times and interests. We were sent numerous pieces of evidence of people enjoying these opportunities and it was clear this meant a lot to people. One person said, ‘‘I used to be so lonely living by myself but here I go out and about whenever I want to. I absolutely love it.’’ A relative told us, ‘‘[Family member] used to just stay in their room but they are always out and about now loving life. It is so satisfying for us to see them so happy.’’ Another relative said, ‘‘[Family member] was reluctant to take part in the daily activities but often forgoes their sleep to attend now. Staff are amazing and so inclusive which makes everyone want to have a go. [Family member] also loves the themed days especially the ones that have music.’’

A key theme through this inspection was the positive sense of community at the service itself. We observed during our inspection people happily spending time with each other in communal areas and taking part in communal events if they chose to do so. Without question people, relatives and professionals pointed out the positive community and family feel at the service. One person said, ‘‘It’s a lovely place here isn’t it. It just feels right all the time if that makes sense. It is so relaxed and a happy home.’’ A relative told us, ‘‘The staff make such an effort to get to know everyone, and they really care and don’t see their job as a chore. I would not hesitate to recommend the service for excellent care for people living with dementia.’’ A professional said, ‘‘We love to visit the service as we always see happy people and happy staff. Nothing is too much for the staff team.’’ Another professional said, ‘‘Beyond the excellent care provided within the home, Burlington Hall also demonstrates a strong commitment to supporting the wider community. We have had the pleasure of working alongside the team on local initiatives, including food bank collections and charitable donations. Their willingness to support vulnerable members of the wider community reflects an organisation that genuinely values social responsibility, wellbeing, and community engagement.’’

The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The main aim for the provider, registered manager and staff team was to provide the best experiences and quality of care for people. People’s experiences at the service was consistently positive and a primary reason for this was the management and staff teams’ dedication to continually improving people’s outcomes and quality of life. Staff were continually speaking with people about their care and support to see if anything could be made better. They then discussed together with each other and the management team about how they could improve the care people were receiving. For example, staff noted when people would be most likely to accept support such as with eating and drinking or with mobility. They then changed the times they supported people with this to encourage more positive outcomes. Another example was when a person showed how they were feeling anxious at certain times of the day, so staff made sure they gave them extra support at this time. As a result, the person felt much better.

People and relatives told us how the staff team adapted to their or their family members changing needs to improve and innovate their care. One person said, ‘‘I can genuinely say that things just keep getting better and better here. I am the happiest I have ever been.’’ Relative’s comments included, ‘‘The difference between how much happier [family member] is since they started living at the service cannot be measured. Nothing is too much trouble for the staff team. Anything we suggest or asked for is put in place straight away. Improvement is something they take very seriously.’’ and ‘‘We were worried about how specific [family member] could be and whether [staff] would be able to meet their needs. They have amazed us with how responsive they have been. They change the support they give [family member] on a daily basis depending on how they are feeling. We could not ask for better.’’

The provider and registered manager were innovative and took pride in working with professionals to take forward new ideas to improve the service and experience of care for people. For example, they were working with professionals to implement specific pathway to better support people living with a specific health condition when they started using the service. Another professional told us, ‘‘From our experience, Burlington Hall benefits from a strong and effective management team who are fully committed to delivering outstanding person-centred care. Their focus on continuous improvement and embracing best practice is evident in the way the home operates and develops its services. An example of this is Burlington Hall's early adoption of electronic medication records. At a time when many providers were still reliant on paper-based systems, Burlington Hall demonstrated a clear commitment to innovation, medication safety, and service improvement. This willingness to embrace change reflects the progressive culture that exists throughout the organisation.’’

The registered manager and provider took our inspection seriously and reacted immediately to the feedback we gave. When we spoke with staff, they showed a clear commitment to wanting what was best for people. They told us what signs may indicate people’s care could be made better and that they discussed and implemented changes immediately. One relative told us, ‘‘[Staff team] are impeccable. Always on the lookout to make things better for people using the service.’’ The service had improved significantly since our last inspection.