Horsell Lodge

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment 10th April 2024 to 15th April 2024. This was a responsive assessment due to concerns we received around the environment and cleanliness of the home, and concerns received around end of life care. We identified no concerns in these areas during our assessment. In November 2023, the home’s basement had been flooded due to an accident during construction work being carried out on a site adjacent to the home. The basement housed the home’s kitchen and food storage areas, which became unusable as a result of the flood. This presented a substantial challenge for the provider. The registered manager told us the management team had to consider closing the home and moving all residents to alternative accommodation. The management team made the decision not to close the home, but to arrange temporary buildings to be delivered to the site which would house kitchen and food storage facilities. This management team made this decision on the basis that it was the best option for residents, as they would not be forced to leave their home. Staff were knowledgeable in their responsibility to safeguard people from harm and how to mitigate risks to people. There were a sufficient number of staff who had received appropriate training and gone through a robust recruitment process. There were recognition awards for staff who had gone the extra mile in providing quality care to people. Medicines were managed safely and end of life care was compassionate and ensured people were pain free. Staff ensured they spent valuable engagement time with people, which included talking to them about their life and interests. This had resulted in people being treated as individuals and a warm and inclusive atmosphere in the service. There were robust quality governance processes in place to identify areas for improvement to which the management team and staff we responsive to.

People's experience of this service

People and their relatives were extremely happy with the care they received at Horsell Lodge. One person told us staff available when needed and they felt "happy and safe" at the home. A relative said, “Our impression is that it is wonderful. The staff are very accommodating, very friendly. [Family member] has settled in very well. We are happy that he is happy." Another relative told us, “Overall, it’s very, very good. The staff cannot do enough for [people]. The management team are very good.” We observed people having positive engagement with staff. No one was left without engagement for a prolonged period of time.