Fleetwood Hall

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment 17 and 20 August 2026. Fleetwood Hall is a residential care home registered to provide accommodation for persons who require nursing or personal care for up to 62 older people, and or people living with dementia. At the time of our assessment 59 people were living at Fleetwood Hall.

We assessed all quality statements from the key questions of safe, effective, caring, responsive, and well-led.

There were enough staff, suitably recruited with the right skills, qualifications, and experience for their roles. They made sure people had choices about their care to enable them to give informed consent. Management involved appropriate specialists to help make important decisions that were in people’s best interests.

The home was clean and had systems to maintain good infection, prevention, and control (IPC). Medicines were managed safely, and people were consulted and could self-administer if they wished.

People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and to support smooth transitions when moving between services. They monitored people’s health and consulted with health professionals to support healthy living.

People received safe, personalised care from staff who knew them well and treated them with kindness and respect. Risks were managed safely, lessons were learned when things went wrong, and systems supported the safe delivery of care.

Staff responded promptly to changing needs and took proactive steps to reduce distress and promote wellbeing. People were provided with information in formats that met their individual needs, promoted their independence, make informed choices and remain involved in their care. They were also supported to plan for important life events and future decisions in a sensitive and respectful way.

Management promoted a positive culture where people, relatives and staff felt valued, listened to and supported. One person told us, “[Registered manager] is on top of everything, she is doing a terrific job.” One relative said, “It seems to run like clockwork.” A staff said, “Management help out, you can’t fault them. They are approachable.” Established governance arrangements, clear accountability, and effective quality assurance processes supported continuous improvement.

People's experience of this service

People received personalised care in a supportive setting. People and their family members told us they felt their relatives were safe, well cared for and were happy. One relative told us, “[Family member] is very safe, you have staff on hand if you need them.”

Observations at lunchtime showed staff were always encouraging and polite, and nobody was rushed. People told us they were given plenty of opportunities to eat and drink and they enjoyed the food.

People told us they knew how to raise concerns or make a complaint and felt confident that staff and managers would deal with them appropriately. One person said, “I would tell them and they would sort it.”

Staff responded promptly when people's needs changed and supported them to make choices about their care. They shared information in ways people could understand, helping people stay involved in decisions about their care and daily lives.

People were encouraged to take part in activities and maintain interests that were important to them, which promoted wellbeing, social inclusion and a good quality of life. We observed positive and genuine relationships between people and staff. For example, 1 person smiled, opened their arms and said to the activities coordinator, "I've been waiting all day to see you. I've missed you." The activities coordinator responded warmly and gave the person a hug. This demonstrated that people felt comfortable, valued and emotionally connected to staff who supported them.