Updated: Jan 24, 2020
Following a recent inspection by the Care Quality Commission, Manor Lodge in Chelmsford, Essex has been awarded outstanding.
The care home provides residential care for adults requiring personal care, some with dementia.
In the categories of caring and well-led it was awarded outstanding, and the safe, effective and responsive elements were given good.
At the last inspection, the service was rated good.
The CQC report highlighted that the service had an inclusive culture and relatives told inspectors that they felt included in all aspects of their relative's care and that communication was very good with staff. Relatives repeatedly said that they felt comfortable about raising any issues or concerns they had with the manager or staff.
One relative said, "The manager has told me not to go home unhappy, to speak to someone."
Another relative commented, "Staff tell you, don't hesitate to tell us and they mean it." It was important to staff that relatives never left the service with any worries about their loved one.
CQC inspectors also received many comments from relatives about how they felt they could relax when not visiting their relative because they knew they were being well looked after. One relative said that they had a negative experience whilst their loved one was at another service they said, "Now they are here, I truly feel like I can breathe again."
Since the last inspection the provider has been supporting and promoting services to go from 'Good to Great.' The provider had learnt throughout the organisation from other inspections and shared this learning with registered managers to look at ways of how they can continually improve the experience for people whilst using services.