You are here

Hendra House Residential Home is rated Outstanding by the Care Quality Commission

12 October 2015
  • Media

The Care Quality Commission (CQC) has rated the quality of care provided by Hendra House Residential Home as Outstanding.

Hendra House is a care home that provides accommodation and personal care for up to 28 older people.

Inspectors found the provider had delivered a consistent good performance in meeting Regulations. All of these measures contributed to having a strong management ethos of being open and transparent in all areas of running the service.

A full report of the inspection has been published today at

Under CQC’s new programme of inspections, all adult social care services are being given a rating according to whether they are safe, effective, caring, responsive and well led. Since October 2014, CQC has published ratings on more than 6,500 adult social care services.

.People had care centred upon them because of strong leadership and good staff support. The management reviewed their business plan every month to determine if the service they intended to provide was still relevant to people’s needs. Staff reflected on their care of people so they discussed what worked well and what they could do better for them.

People told us they felt they were supported by appropriately skilled staff. One person said, “There is always someone available to talk to if I have any questions.” Another person commented, “Everything is perfect, I am so lucky to live here. The staff are excellent and meet my needs in full.”

We saw in people’s rooms that they had been able to bring in their own items of furniture. One person said, “Staff told me to bring in whatever I wanted or needed and then they went through asking how I liked to be helped.” Another person told us,” The staff are always thinking ahead.” Another relative told us, “They spent a long time informing us of everything we needed to know.

People who lived at the home and relatives told us that they felt involved in the planning of their care and staff valued their input. One visitor told us, “The Hendra staff provide a brilliant level of care, continuing to encourage and support independence whilst providing an interesting range of activities and experiences for people.” People commented that staff listened to them and always talked to them about how they were feeling.

Sue Howard, Deputy Chief Inspector of Adult Social Care in CQC’s Central region, said:

“We found that people living at this home and their relatives were overwhelmingly positive about the quality of their care”.

“The provider had a clear strategic vision set out in the business plan. There was an open and empowering culture in the home”.

“Inspectors found many examples of the home’s management implementing innovative approaches to ensure care was delivered to a high standard”.

“People, friends and relatives were consistently positive in what they told us about the very caring and compassionate attitude of the staff. They told us they were completely satisfied with their care”.

“Staff were involved in the development and improvement of the service. There were a variety of groups with a cross section of staff looking at improving people’s experience of their care and treatment”.


For further information, please contact Jade Quittenton, Regional Engagement Officer on 0191 2333649 or 07789876621 Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. Please note: the press office is unable to advise members of the public on health or social care matters.

For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors


In October 2014, CQC began to roll out its new inspection regime for adult social care services across England, using specialist teams who will inspect and rate services against what matters to the people who use them. For further information, please visit:


Since 1 April, providers have been required to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. For further information on the upcoming requirement for providers to prominently display their CQC ratings, please visit:


On the display of CQC ratings, please visit:


About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.