Shangri-La Residential Home

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of inspection: 29 April to 7 May 2026. Shangri-La provides accommodation and personal care for up to 25 older people, some of whom live with dementia. Accommodation is arranged over two floors with stair and lift access. At the time of our inspection 18 people lived at the home. This inspection was conducted to follow up on previously issued warning notices and action plan requirements from the last inspection. The service had made improvements and is no longer in breach of regulations.

We found improvements in processes for assessing mental capacity and consent, records of care and medicines, monitoring of risks related to the environment, safeguarding systems, monitoring of staff training and competencies, and how organisational learning was shared and embedded within the service.

The new home manager promoted a positive learning culture and people could raise concerns.

Staff received training in safeguarding and managers understood when to make safeguarding referrals. Feedback from external professionals confirmed the provider continued to work with them and had an action plan to monitor and share safeguarding concerns.

There were enough staff deployed to meet people’s needs. Staff received training and this was monitored to ensure it was up to date.

There were effective processes to prevent and control infection. Regular audits were carried out to oversee the cleanliness and safety of the environment.

People’s medicines were managed safely by trained staff who received regular competency checks.

People’s needs were assessed prior to moving to the service. People’s care plans contained risk assessments and guidance for staff on how to manage risks associated with people’s care and support. These records were mostly accurate and up to date. Some further work was ongoing to embed the new recording systems.

Staff gained people's consent prior to providing care and support. Care plans provided staff with guidance about how to involve people as fully as possible in making decisions.

Staff were well supported and spoke positively about the leadership and management of the home. The provider valued diversity in their workforce and promoted an inclusive and fair culture.

The management team worked closely and effectively together and demonstrated a clear understanding of their roles, and a commitment to improving the lives of people. There was a focus on continuous learning, innovation and improvement.

There were systems and procedures for monitoring the quality and safety of the service. A range of audits and monitoring tools had been introduced to increase management oversight and quality assurance.

Feedback we received from health professionals included, “The staff I have interacted with have appeared caring and respectful towards residents. They are usually familiar with residents’ medical backgrounds” and “Overall, my experience of working with Shangri-La Residential Home has been positive, and I feel residents generally receive appropriate support with their health and wellbeing.”

People's experience of this service

People and their relatives we spoke with were all happy with the care and support the service provided. People felt safe living in the home and said staff respected their wishes. People and their relatives confirmed they were confident to raise issues with the management team, and these would be resolved.

Comments from people and their relatives included: “I like it. I’m happy to be here.” “I get on well here… they do their best to help you.” “They look after your every need.” “I love it. They’re all very good to me.” “She’s looked after and safe… and she’s happy.”

We observed warm and kind interactions, including affectionate responses between staff and people, and reassurance offered when needed.