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Mildenhall Lodge Outstanding

Inspection Summary

Overall summary & rating


Updated 24 January 2018

Mildenhall Lodge provides accommodation, nursing and personal care for up to 60 older people. There were 51 people living in the home on the day of our inspection. This inspection took place on 15 November 2017 and was unannounced.

Mildenhall Lodge is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Mildenhall Lodge accommodates people across four separate units, each of which has separate adapted facilities. Two of the units specialises in providing care to people living with dementia, one unit is residential care and the fourth for people who have nursing care support needs.

At our last inspection on 3 February 2016 we rated the service ‘Good’. At this inspection we found significant improvements. People continued to receive a very good level of care and further developments had been made under’ responsive’ and ‘well-led’. We have rated the service ‘Outstanding’ in ‘responsive’ and ‘well-led’ and therefore overall.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was extremely well managed by an accomplished, knowledgeable and highly motivated registered manager. There was lots of highly positive feedback about the home and caring nature of staff from people and relatives. The registered manager and staff were proud of where they worked and committed to delivering a high standard of care.

The registered manager had a clear vision and through a very comprehensive and detailed audit programme continually reviewed, assessed and monitored the home. A strong emphasis was placed on continually improving and further developing the home in response to and based on people’s feedback.

The home was exceptionally responsive to people’s individual needs and placed people at the heart of their care. Staffs’ potential to deliver additional tasks such as dementia audits was recognised and promoted by the registered manager. Activities were planned by staff who worked to ensure that all people were able to be involved. People were supported to take part in activities of their choosing.

Staff understood the importance of safeguarding people from the risk of abuse and knew how to report any concerns. Risks to people's health, safety and wellbeing had been assessed and plans were in place to minimise any identified risks to keep people safe from the risks of harm or injury.

People were supported by staff who were trained and who received support from a manager. Staff felt valued and enjoyed working at the home. There were enough suitably trained staff to help keep people safe and to meet people's needs. Staff received the training and support they needed to meet people's needs effectively. Staff felt well supported by management and felt able to speak with senior staff at any time.

Care plans were personalised to reflect people's personal preferences. People were supported to maintain a balanced diet, which they enjoyed. Health and social care professionals were regularly involved in people's care to ensure they received the care and treatment which was right for them.

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 were kind and caring and treated people with respect. Staff knew people's likes and dislikes which helped them provide individualised care for people.

Inspection areas



Updated 24 January 2018

The service was safe.

People were supported by sufficient numbers of staff who had been safely recruited.

People received their medicines when they needed them.

Infection control procedures and cleaning schedules were in place and being followed to reduce the risk of infection.



Updated 24 January 2018

The service was effective.

Staff were knowledgeable about the people they were supporting and received relevant training and support relevant for their role.

If people became unwell staff sought medical advice promptly to promote their health.

People received enough food and drink to meet their needs.



Updated 24 January 2018

The service was caring.

People were treated with dignity and respect.

People's rights to privacy were valued and respected.

People were cared for by staff who were kind and who delivered care in a compassionate way.



Updated 24 January 2018

The service was extremely responsive.

People's care needs were extremely well understood and responded to by staff who knew them exceptionally well.

People's views and opinions were actively sought throughout all aspects of their home and listened to and action taken in response.

People received care that was based on their needs and preferences and extremely person centred.

There were arrangements in place for people to raise any complaints or concerns. These were taken seriously and investigated fully.



Updated 24 January 2018

The service was extremely well-led.

There was a strong emphasis on continual improvement and best practice.

The registered manager provided strong, experienced and excellent leadership.

The service worked effectively in partnership with other organisations and created positive links with the community to improve the lives of people.