Updated 18 September 2025
Date of assessment: 23 October – 14 November 2025. We visited the service on 23 October 2025 and reviewed the care and support people received along with their care records and management information. Montagu Hall Care Home is a 'care home’ and provides residential care to older people. Some people using the service were living with dementia. Montagu Hall Care Home can accommodate up to 66 people. On the day of inspection there were 50 people living in the service. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. CQC regulates both the premises and the care provided, and both were looked at during this inspection. We carried out this assessment under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act.
The provider had a proactive and positive culture of safety, based on openness and honesty. Members of staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns about safety quickly and appropriately. The management team had a good understanding of the Mental Capacity Act 2005 (MCA). People’s care plans were detailed and person-centred. Risks associated with people’s care and support were identified and there were clear plans in place to mitigate these risks. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care which met people’s individual needs. Administration of medicines was managed safely and there were safe systems in place to monitor, review and audit administration processes.
People’s care plans were detailed and person-centred. Care needs were assessed appropriately and care was delivered in line with people’s care plans. The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. Members of staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Key aspects of people’s health and care were regularly monitored and reviewed. The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People were asked to give their consent to care and support.
Members of staff were exceptionally kind and caring. They treated people with dignity and respect. Care and support for people was personalised and tailored to their individual needs and preferences. There was exceptional support for people to maintain their independence and retain choice and control over their daily lives. Members of staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care.
Members of staff provided exceptional care which was good quality and person-centred. The provider involved people and their families in developing care which promoted choice and continuity. The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was well-displayed around the care home. Members of staff always involved people in decisions about their care and told them what had changed as a result. People were supported to share and achieve their goals and enjoy positive outcomes. People had end of life care plans which detailed the care and support they wanted and needed to make them comfortable.
The management team had a very clear understanding of the provider’s vision for the care home which was based on meeting people’s needs and actively involving them in their care and the running of the care home. Leaders were exceptionally inclusive and had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty. The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes. The provider understood and carried out their duty to collaborate and work in partnership so services worked seamlessly for people. The provider encouraged creative ways of delivering equality of experience, outcome and quality of life for people.