Lenthall House

Updated 21 July 2025

Date of inspection 19 and 21 August 2025. The inspection was prompted by a review of information we held about the provider.

Lenthall House is a care home registered to provide personal care and accommodation for up to 40 people, with differing needs, including older people, people living with dementia, learning disability, physical disability, mental health needs, sensory impairment or younger adults. At the time of the inspection, the service was supporting 38 people.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The service had made improvements and is no longer in breach of regulations. Potential risks to people were now identified and recorded in their care records which were understood and implemented by staff to mitigate risk. The environment was now clean, with improvements being made to the décor, which were ongoing. The Care Quality Commission has received an application for the registration of the manager.

Systems and processes were in place to support an inclusive and positive culture of learning and improvement. Leaders worked with people, their relatives, staff and external partners to support in the delivery of safe care and good outcomes.

The provider had systems and processes in place to monitor the environment. Contracts with external companies maintained safety systems and equipment. We found the service to be clean. The provider’s internal environmental audits had identified improvements were required, including to the décor and replacement of some carpets. Improvements were recorded within the service improvement plan. However, timescales were not always set or met.

Processes were in place to facilitate and support people to live healthier lives through ongoing reviewing and monitoring of people’s needs. Timely referrals were made to health care professionals in response to changes in people’s needs. Health care professionals were positive about staff responses to the monitoring of people’s health and told us staff had a good understanding of people’s health needs. They found staff to be kind and caring towards people at the service. An external stakeholder had identified improvements were needed to some aspects of medicine management. The manager had acted and was liaising with external health care professionals to bring about the changes required. People received their medicines as prescribed.

Leaders were committed to providing a non-discriminatory environment for people using the service and staff. Practices ensured people’s consent to care was obtained for all health and care interventions. Where people lacked capacity to make informed decisions, best interest decisions were made and documented.

Care plans provided information about people’s lives prior to moving into the service, including information as to their work history, family life, hobbies and interests. Care plans reflected people’s care needs, including future plans with regards to end of life care. Potential risks were assessed, with care records providing guidance for staff on how to mitigate risk and support people well.

People’s personal care needs were met by sufficient staff, who had undergone a safe recruitment process, and who had the training and knowledge to enable them to meet their needs, which included people with a learning disability and those living with dementia.

Staff unanimously spoke in high regard of the recently appointed manager, and of the positive impact they had on the atmosphere and culture of the service, and the changes they had brought about. Staff acknowledged the support of the manager and senior management team and of their colleagues who they felt worked collaboratively and effectively to meet people’s needs. A staff member told us, “The manager is very hands on, it’s the first time in a long we have had a manager on the floor. He comes out and joins in. He made a point of coming into bingo and sits with the residents. The whole home is more relaxed, a benefit to residents and staff.”

Updated 21 July 2025

Relatives told us they would recommend the service. A relative told us, “I would recommend this place, and have already done so.” Another relative said, “There is a lovely inclusive atmosphere there. I am made to feel comfortable when I visit. It’s a home from home.”

People and relatives were complimentary about staff and their kind and caring approach. Relatives spoke of the support they received when their family moved into the service. A relative told us, “I co-ordinated the transfer directly with Lenthall House so that [person] had a smooth transition. They met us both, helped set up the room and organised some bits he needed. Some staff came to meet him, and he settled so quickly it was amazing. I can’t praise them enough.”

Relatives told us they were reassured by the presence of increased staffing numbers and by the knowledge staff had of people’s needs. A relative told us, “Care staff have always come across as supportive, well informed and confident, so I know [person] is in safe hands.” People and their relatives told us they had access to a range of health care professionals, and that staff were effective and monitoring and responding to changes in people’s health and wellbeing.

People were complimentary about the food, whilst most relatives expressed satisfaction with the meals provided and referred to organised events which celebrated different cultures and events.

People spoke of their involvement in activities, both within the service and the community. People spoke with particular fondness about the Church services held at Lenthall House and the entertainers who sang. However, people said they would like greater opportunities to take part in activities within the service and local community. Relatives told us they had noted an increase in the activities provided, which some relatives participated in. A relative said, “They encourage family participation and I have joined in activities and gone to the singing events.”

Relatives spoke very highly of the recently appointed manager and of the changes they had brought about since their appointment. Their comments in particular reflected upon the changes to the culture and atmosphere of the service. A relative told us, “What a breath of fresh air the new manager is. Out on the shop floor, talking to residents; knows family members who are visiting by name, and engages with everyone. The atmosphere has changed almost overnight and I feel I could chat to him about everything as he is so relaxed.”

Relatives shared the reassurance they felt and impact on them since the appointment of the manager. A relative told us, “For the first time in a long time, I am on holiday and feel rested with a much greater sense of peace in my mind. This is precious to me and my family and is a clear result of the changes at Lenthall House.”

Relatives spoke of the importance of oversight and monitoring. A relative told us, “It’s nice to see the new manager is so visible in the home. I think it’s a shrewd move to keep his eye on what is happening, but he does it with a smile on his face. It’s an uplifting place to walk into. It’s all about the people there, and is a credit to their hard work.” However, some relatives continued to lack confidence in the commitment of the provider to deliver the changes agreed with them regarding the environment.