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Inspection carried out on 26 February 2019

During a routine inspection

About the service: Cleeve Lodge is a residential care home that was providing personal care to 22 people aged 65 and over at the time of the inspection.

People’s experience of using this service:

• There was an extremely warm and homely atmosphere where people lived full and meaningful lives, supported by staff who were exceptionally kind and caring. Feedback about the compassionate approach of staff was overwhelmingly positive. People were treated with dignity and respect in a way that truly valued them as individuals. Staff continually looked for new ways to enhance people’s lives. The management and staff were always prepared to go the extra mile to ensure people received excellent, high quality care.

• There was an outstandingly person-centred culture that was driven by a motivated and committed provider and registered manager. Both continually looked for innovative ways to improve the service and ensure people received the outstanding care they deserved. This motivation resulted in a stable staff team who were totally supportive and committed to providing consistent, high quality, individualised care.

• The provider made significant investment into the service and all investment was to enhance and improve the lives of people living in the service. People were involved in all aspects of improvement and were equal partners in decision making.

• Staff were exceptionally positive about the management of the service and were truly valued and respected. The provider continually reviewed the support given to staff to ensure they were rewarded and appreciated for their commitment to providing a high-quality service to people.

• It was clear that people were placed at the centre of the service and were genuinely consulted in relation to all decisions about their care and the service. Families and visitors were welcomed into the family of Cleeve Lodge and were full of praise for the genuine warmth and kindness they experienced.

• People felt safe and there were effective systems in place to manage risks. Positive risk taking was encouraged and supported to ensure people led meaningful and independent lives.

• 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.

The service met the characteristics of Outstanding in Effective, Caring, Responsive and Well-Led.

Rating at last inspection: Outstanding (Published 26 June 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service remains Outstanding.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our reinspection schedule for those services rated Outstanding.

For more details, please see the full report which is on the CQC website at

Inspection carried out on 6 September 2016

During a routine inspection

This inspection took place on 6 September 2016 and was unannounced.

Cleeve Lodge is a care home which provides accommodation and personal care for up to 21 older people, including people living with dementia.

There was a registered manager in post. 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.

People and their relatives were extremely positive about the home and the difference it made to people’s lives. Throughout the inspection there was a relaxed, cheerful atmosphere that promoted the development of meaningful relationships. There was genuine kindness and affection shown between people and staff, which had a positive impact on people’s well-being.

The service was exceptionally well led by the provider who promoted an open and honest culture. Without exception people were at the centre of all the service did. Staff respected people as individuals at all times and were passionate about the need to provide care that valued people as individuals. People were supported to remain as independent as possible with an emphasis on positive risk taking to enable them to do so. People were encouraged to pursue ambitions and supported to achieve them.

People had the opportunity to engage in activities that interested them and were supported to participate in community activities. Staff used their extensive knowledge of people to engage with them in exceptionally positive interactions and participate in activities that were personalised. Throughout the inspection we heard many animated and enthusiastic conversations between people, relatives and staff.

The service was managed by an experienced registered manager who was highly motivated. Staff told us they felt valued and listened to. The registered manager and provider were approachable and clearly available throughout the inspection. This provided clear leadership and promoted the positive culture we experienced in the home.

People’s views were always central to decisions made about the service. People were involved in plans to improve the service and their opinions were valued, listened to and acted upon. This included decisions relating to recent refurbishment of the home and garden. People were able to make requests and these were responded to positively.

The provider took exceptional steps to support people to remain at the home if this was their choice. People and their relatives were appreciative of the support and the positive impact living in the home had on people’s quality of life.

There were effective systems in place to continually monitor and improve the service. Where audits identified areas for improvements timely action was taken to resolve the issues. People, relatives and staff were regularly asked for their opinions of the service through meetings and questionnaires.

People’s care plans were developed with them. Care plans were person centred and identified how people wished to be supported. Staff had a clear understanding of their responsibilities to respect people’s decisions and to act in their best interest when necessary in line with legislation.

People were supported by staff who had the skills and knowledge to meet their needs. There were sufficient staff to meet people’s needs and staff had time to sit and chat with people.

There were systems in place to safeguard people and any concerns were investigated and reported to the appropriate agencies. Where risks to people were identified there were plans in place to support people to manage the risk.

People’s medicines were managed safely and people were supported to take their medicines as prescribed. People had access to health professionals to maintain and improve their health.

The chef was knowledgeable a