We carried out a review of the data available to us about Hallmark Lakeview Luxury Care Home on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Hallmark Lakeview Luxury Care Home, you can give feedback on this service.
People’s experience of using this service:
People received high quality care from consistent staff who knew their needs well. Managers and staff worked well with other professionals to achieve positive outcomes for people in areas including mobility, nutrition and health.
Staff were kind and caring and treated people with respect. People told us they had established good relationships with the staff who supported them and enjoyed their company. People said they enjoyed the friendly, family atmosphere in the home and told us they felt part of a community.
People were supported to maintain good health. Healthcare professionals said staff were receptive to advice and willing to adapt their approaches to meet people’s individual needs. The provider had developed and implemented strategies to improve the experience of people living with dementia and to promote hydration.
People’s care was tailored to meet their individual needs. Care and support plans were personalised and kept under review. People and their relatives were encouraged to contribute to the development of their care plans.
The home had a strong management team which provided good support to staff and communicated effectively with people, relatives and professionals. People who lived at the home, their families and staff had opportunities to give their views about the service and these were listened to.
People had access to a range of activities, outings and events, including activities tailored to their individual needs. People’s friends and families were encouraged to be involved in the life of the home. The home had established links with the local community, such as schools and businesses, and had used these links to promote public understanding of dementia.
There were enough staff on each shift to meet people’s needs and keep them safe. The provider’s recruitment procedures helped ensure only suitable staff were employed. Staff had the induction, training and support they needed to perform their roles. They understood their roles in keeping people safe from abuse and felt able to speak up about any concerns they had.
Potential risks to people had been assessed and measures put in place to mitigate these. If accidents or incidents occurred, these were reviewed and action taken to reduce the risk of similar incidents happening again. Medicines were managed safely and staff maintained appropriate standards of hygiene and infection control.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
At the last inspection the service was rated Good. The report of this inspection was published on 28 January 2017.
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Lakeview Care Home provides accommodation, personal care and support for a maximum of 59 older people. There were 48 people living at the service at the time of our inspection, 21 of whom were living with dementia.
There was no registered manager at the time of our inspection but the General Manager had applied for registration. 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 and associated Regulations about how the service is run.
People felt safe at the service and when staff provided their care. They said staff were available when they needed them. Relatives were confident their relatives were cared for in a safe environment. They said there were enough staff on each shift to meet people’s needs. The staffing rotas were planned to ensure that staff with appropriate knowledge and skills were available in all areas of the service.
Risks to people had been assessed and staff implemented measures to reduce these risks. Staff understood safeguarding procedures and were aware of their responsibilities should they suspect abuse was taking place.
People were protected by the provider’s recruitment procedures. There were plans in place to ensure people would continue to receive their care in the event of an emergency. Health and safety checks were carried out regularly to keep the premises and equipment safe for use. People’s medicines were managed safely.
People were supported by staff that had the skills and experience they needed to provide effective care. Relatives said staff knew their family members’ needs well and provided consistent care. Staff had an induction when they started work and access to ongoing training, supervision and support.
Staff understood their responsibilities in relation to the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People’s care was provided in line with the MCA and DoLS authorisations had been applied for where people’s care involved restrictions to keep them safe. Staff understood the importance of consent and gained people’s consent to their care on a day-to-day basis.
People were supported to have a balanced diet and enjoyed the food at the service. People’s nutritional needs had been assessed and were kept under review. The service had access to healthcare professionals if people developed nutritional needs that required specialist input. People’s healthcare needs were monitored effectively and they were supported to obtain treatment if they needed it.
People were cared for in a clean, well-maintained environment. The communal areas included comfortable lounges and dining areas and well maintained gardens. There were places for people to gather socially and a sensory room for those who benefitted from sensory stimulation. Accommodation had been designed to meet the needs of people living with dementia.
People told us that staff were kind and caring. Relatives said their family members had developed positive relationships with the staff who cared for them. The service had a homely, welcoming atmosphere that people and their relatives enjoyed. People told us their friends and families could visit whenever they wished and that staff made their visitors welcome.
Staff treated people with respect and maintained their dignity and privacy. People were supported to maintain their independence. Relatives told us their family members were encouraged to maintain their skills and abilities.
People were encouraged to be involved in planning their own care, with the input of their friends and families. People and their relatives told us their views about their care had always been listened to and implemented where possible.
The service was responsive to people’s individual needs. Care plans were person-centred and reviewed regularly with the input of the person receiving care and their friends and families. Staff understood the importance of treating each person as an individual and ensuring that the care they received reflected their preferences.
People had access to a range of activities, events and outings. The service employed a Lifestyle team, who provided activities and opportunities for engagement based on people’s needs and interests. People told us they enjoyed the opportunities to take part in activities and events.
The provider had a written complaints procedure, which detailed how complaints would be managed. None of the people we spoke with had made a complaint but all told us they would feel comfortable raising concerns if they were dissatisfied.
Senior managers encouraged feedback from people who used the service and their relatives and used this to improve the service. The management team had had established effective links with other professionals to share information and best practice. Workshops had been held to support staff in providing the best possible experience for people in all aspects of their care.
Senior managers were approachable and supportive to staff. They led by example in their behaviour and values. Staff were encouraged to give their views about the support they received and whether this could be improved. There was effective communication between staff at all levels, which ensured that people received well planned care.
The provider had an effective system of quality monitoring and improvement. The compliance monitoring system collated information about key areas of the service, which was used to identify any trends and develop a plan to address these. There was evidence of learning from incidents and accidents to minimise the likelihood of similar events occurring in the future.