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Inspection Summary


Overall summary & rating

Outstanding

Updated 6 March 2020

About the service

Horfield Lodge is a care home that provides personal and nursing care for up to 75 people. The service is provided in accommodation over three floors. The top floor consists of care suites with a lounge, kitchen, bedroom and bathroom, the remaining accommodation consists of a bedroom and en-suite facilities. At the time of the inspection, 71 people were living at the home.

People’s experience of using this service and what we found

Those people who used the service expressed unreserved satisfaction and spoke highly of all staff and services provided. Comments included, “You have all been absolutely outstanding and I really appreciate all your hard work and the loving care you provide”, “The care mum received was exemplary”, “We found the standard of care and the commitment of staff to be first rate”, “All staff care deeply about their residents, and nothing is too much trouble for them”, “Mums health and emotional needs have always been met compassionately and with respect” and “Nothing is too much trouble and an atmosphere of calm, kindness is evident at all times. I can't praise it highly enough”.

People and their relatives agreed the service was safe. The registered manager and staff understood their role and responsibilities to keep people safe from harm. Risks were assessed and plans put in place to keep people safe. There was enough staff to safely provide care and support to people. Checks were carried out on staff before they started work to assess their suitability to support vulnerable people. Medicines were well managed and people received their medicines as prescribed. People were protected by the home’s infection control policy and procedures.

The service provided an effective service. Training and development was based on research and best practice guidelines to enhance quality and safety of the service provision. Staff felt constantly supported, valued and praised. They told us, “There is no shortage of praise and we get thanked for all we do”, “I feel valued by everyone I work with” and “Teamwork is essential and we have no problems there”. People continued to receive a nutritious, healthy diet that met individual preferences. The home was decorated and maintained to a very high standard whilst maintaining a homely feel. People were consulted about the adaptation and design of their home and choice and preferences were respected. There were various areas to enjoy activities, events and personal private time. The service had been creative in developing areas of the home that would enhance people’s wellbeing.

The service was exceptionally caring and put people at the heart of everything they did. One lady told us, “Nothing is too much trouble for the staff, it’s down to them that my wellbeing has improved both physically and emotionally, every day I wake up with a purpose”. We were introduced to people throughout our visit and they welcomed us. They were relaxed, comfortable and confident in their home. Staff had an excellent awareness of individuals' needs and treated people in a warm and respectful manner. They were knowledgeable about people's lives before they started using the service. Every effort was made to enhance this knowledge so that people’s life experiences remained meaningful. The commitment of the staff was excellent. They told us, “This is my second home”, “We are all so proud when we go home at the end of our shift, they all mean the world to us” and “I always feel happy coming back to work”.

The service was exceptionally responsive to people’s health and social needs. People received person centred care and support. One relative told us, “They know mum inside out, they have made every effort to get to know her, care is personalised, the staff know my mum as well as I do!”. Regular monitoring and reviews meant that referrals had been made to appropriate health and social care professionals. Where necessary care and support had been changed to accurately reflect peop

Inspection areas

Safe

Good

Updated 6 March 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 6 March 2020

The service was effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 6 March 2020

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 6 March 2020

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 6 March 2020

The service was exceptionally well-led.

Details are in our well-Led findings below.