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Lindsey Hall Care Home Outstanding

Inspection Summary

Overall summary & rating


Updated 29 November 2017

The service provides accommodation and personal care for up to 79 adults of all ages who may be living with dementia and/or physical disability. The home is a conversion of an old school building and has retained the front façade. All accommodation is provided on one floor and there are three units; the main residential unit and two further units (Haven North and South), for people living with dementia. There are 69 single en-suite rooms and five suites which can be used as shared accommodation. The service has an extensive variety of communal areas and facilities. There were 53 people using the service when we visited. This was the first inspection of the service since it was registered and opened in September 2016.

The service was managed by an accomplished, knowledgeable and highly motivated registered manager. 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. They were supported by a home manager who had day to day oversight of the service working closely with the unit managers.

The provider’s values for the home were ‘freedom of choice, maximum independence, autonomy, privacy and the right to be treated with dignity and respect.’ These qualities were clearly demonstrated throughout our visit. People’s needs, abilities and aspirations were the focus and shaped their care and the service, this ensured Lindsey Hall was very much ‘resident-led.’

The provider and management team demonstrated a very open, reflective leadership style working in partnership with other stakeholders to drive continual improvement within the service and local community. Feedback from healthcare professionals cited collaborative and very effective working relationships.

The service was effectively organised and well-run with a very open and transparent culture. Through a very comprehensive review and audit programme the provider and management team continually assessed and monitored aspects of the service. Strong emphasis was placed on continually developing and improving the service in response to people’s feedback. People felt listened to and very assured any complaints they made would be taken seriously and acted upon.

The provider, management and staff teams were dedicated to providing care which met the highest of standards and strived for excellence keeping people at the heart of the service. The service was recognised by schemes which reward quality, for example, achieving a Healthcare Design Award and as a finalist in the upcoming national Caring UK Awards.

There was a truly friendly and open atmosphere on entering the premises; everyone was welcomed warmly and courteously. All areas of Lindsey Hall had been designed for the needs of people who used the service and there were specific areas and facilities to promote the independence and wellbeing of people who lived with dementia. We observed that this was a safe home with an exceptionally well-designed layout enabling people, visitors and staff to move freely within the environment and its grounds safely. Everyone we spoke with considered the environment was of an exceptional standard.

The service was committed to ensuring strong links with the community and placed a strong emphasis on enhancing people’s lives through the provision of meaningful, imaginative activities and opportunities. People’s individual lifestyle choices were really embraced and they maintained positive links with their community and those relationships important to them. People told us they felt involved and their participation in the range of activities had a very positive impact on their health and wellbeing.

People received outstanding care and support from a well-trained, well-supported and motivated group of staff.

Inspection areas



Updated 29 November 2017

The service was safe.

Staff knew how to safeguard people from the risk of harm and abuse. They had completed training and knew how to report concerns.

There was a positive and inclusive practice in managing risk and safety at the service. Robust systems ensured people's risks in relation to the environment were minimised and they were protected. People received their medicines safely.

Staff were recruited safely and there were sufficient numbers of staff who had the skills to meet people�s needs.



Updated 29 November 2017

The service was extremely effective.

People�s rights were protected because staff acted in accordance with the Mental Capacity Act 2005. The principles of the Deprivation of Liberty Safeguards were clearly understood and applied correctly.

People were supported by a team of staff who were skilled in meeting people�s needs and received a high standard of on-going training and development to enable them to deliver the most effective service.

People received on-going healthcare support from a range of external healthcare professionals and staff used innovative ways of supporting people to eat and drink enough. People�s health and nutrition were effectively monitored and responded to in line with nationally recognised practice.

The registered manager took a pro-active approach to ensuring people who lived with a dementia related illness received care based on best practice.



Updated 29 November 2017

The service was extremely caring.

People who used the service and their relatives consistently said staff supported them with respect, kindness, care and compassion. Very positive relationships were cultivated between people who used the service, their relatives and staff and people valued this friendship.

An ethos of person centred care ensured staff valued people�s opinions and experience. People were encouraged and supported to live with meaning and purpose every day. People could express their views and make decisions, which staff acted on and people�s rights to independence, privacy and dignity were valued and well supported.

People receiving end of life care were treated with kindness and compassion, as were their relatives and those that mattered to them.



Updated 29 November 2017

The service was responsive.

People received care and support around their individual needs.

The service was committed to ensuring strong links with the community and placed a strong emphasis on enhancing people�s lives through the provision of meaningful, imaginative activities and opportunities. The service took into account people's past experiences and wishes for the future to ensure people retained what was important to them and staff helped them achieve what they still wanted to do.

People felt they could raise concerns and complaints were taken seriously, investigated and lessons learned to develop the service in a positive way.



Updated 29 November 2017

The service was extremely well-led.

There were clear visions and values, known by all the staff. These were around the principles of personalised care based on each person's wishes and needs. Effective quality assurance systems including audits and very regular consultation were used to ensure shortfalls were highlighted, and that an outstanding quality service was provided.

New and innovative ways of further enhancing people's lives were continually being explored and the provider and management team worked with other organisations to promote and embed best and new practice.

The provider, registered manager and management team were visible and approachable. People and relatives expressed confidence in the management team. The service was effectively organised and well-run with an open and transparent culture. Staff were highly motivated, they worked as a team, were proud to work for the organisation and felt valued.