CQC report explained · a residential care home
What the CQC found at Hallmark Lakeview Luxury Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People felt safe, staffing was based on assessed needs and recruitment checks were completed. Medicines were managed safely, although medicines recording errors had occurred in April 2019 and extra training was arranged.
- Effective?
- Good
- Staff assessed people's needs, supported their nutrition and hydration, and worked well with healthcare professionals. The home had a dementia strategy and a weekly GP visit.
- Caring?
- Good
- People and relatives described staff as kind, respectful and friendly. Staff knew people's histories, preferences and needs, and supported their independence and family relationships.
- Responsive?
- Good
- Care plans were individualised and reviewed with people and relatives. The home provided activities, outings, communication support and personalised end-of-life care.
- Well-led?
- Good
- The management team was described as approachable and supportive. Quality checks, meetings and feedback systems were used to monitor care and make improvements.
What inspectors found, July 2019
Rated Good in all five areas; inspectors found kind, personalised care, with previous medicines recording errors reduced and three complaints still ongoing.
This was an unannounced inspection on 10 July 2019. Four inspectors spoke with people living at the home, relatives, staff and healthcare professionals. They also checked care records, medicines, recruitment files, incidents, complaints and quality checks.
The inspectors found enough staff, safe medicines systems, suitable risk assessments and good infection control. Staff were trained, knew how to protect people from abuse and worked well with health professionals.
People were treated with kindness, dignity and respect. Care plans were personalised and reviewed. The home offered activities, outings and support for people living with dementia, and involved families in care and daily life.
The home was rated Good overall and Good for Safe, Effective, Caring, Responsive and Well-led. This was the same overall rating as at the previous inspection.
Kind and respectful care
People and relatives said staff were kind, caring and respectful. Staff knew people well and supported their dignity and independence.
“People were supported and treated with dignity and respect and involved as partners in their care.” from the report
Personalised support
Care plans included people's needs, preferences, life histories and interests. Staff reviewed them regularly with people and relatives.
“People's support plans were person-centred and individualised.” from the report
Good health support
Staff worked effectively with healthcare professionals and took action to support people's mobility, nutrition, hydration and health.
“Managers and staff worked well with other professionals to achieve positive outcomes for people in areas including mobility, nutrition and health.” from the report
Activities and community
People had access to activities, events and outings, with support tailored to their interests. Families and community organisations were encouraged to be involved.
“People had access to a range of activities, outings and events, including activities tailored to their individual needs.” from the report
Learning from incidents
The home reviewed accidents and incidents and made changes to reduce repeat risks. Extra medicines training led to a significant reduction in recording errors.
“The management team had arranged further medicines training for staff from the community pharmacist in June 2019, which had resulted in a significant reduction in medicines recording errors.” from the report
Complaints still unresolved
needs fixingThree complaints were ongoing during the inspection. The people who complained had not been satisfied with the provider's first response and had taken their concerns to the second stage.
“There were three ongoing complaints at the time of our inspection.” from the report
Earlier medicines recording errors
minorThe report records a number of medicines recording errors in April 2019. Extra training was provided and errors had reduced, but families may wish to check how this is now monitored.
“following a number of medicines recording errors in April 2019” from the report
- 01What changes have been made since the medicines recording errors in April 2019, and how do you check that records remain accurate?
- 02What was the outcome of the three complaints that were still ongoing at the inspection?
- 03How would you support my relative's particular dementia, communication, nutrition or hydration needs?
- 04How do you calculate staffing levels when people's needs change?
- 05How are families involved in reviewing care plans and making decisions about daily care?
This was an unannounced planned inspection covering all five CQC questions, and the previous Good ratings remained unchanged. This explanation was written from the published report of 31 July 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, January 2017
Rated Good; inspectors found safe, kind and person-centred care, with effective management.
This was an unannounced inspection on 1 September 2016. Two inspectors and a pharmacy inspector spoke with people living in the home, relatives, staff and visiting healthcare professionals. They also checked care records, medicines, staff files and quality checks.
Inspectors found enough staff, safe medicines arrangements and regular checks on risks, equipment and the building. Staff had training and support, and people's food, healthcare and consent were managed well. People were treated with kindness, dignity and respect.
Care plans were written around each person's needs and reviewed with people and their families. There were activities, outings and ways to raise concerns. The home was rated Good in all five areas: safe, effective, caring, responsive and well-led. This means the inspection found the service met the relevant standards at that time.
Enough staff
Inspectors found staffing was planned around people's needs and that people were not rushed when receiving care.
“There were sufficient staff deployed to meet people's needs in a safe and timely way.” from the report
Kind and respectful care
People and relatives described positive relationships with staff. Inspectors also observed calm, respectful and sensitive care.
“People had positive relationships with the staff who supported them.” from the report
Individual care plans
Care was planned around people's preferences and reviewed with people and, where possible, their families.
“Care plans were reviewed regularly with the input of the person receiving care and, if possible, their friends and families.” from the report
Activities and social contact
The home offered group activities, one-to-one time, events and outings based on people's interests and abilities.
“People had access to a wide range of activities, events and outings.” from the report
Quality monitoring
Managers collected information about incidents, falls, infections, pressure ulcers and medicines to identify trends and plan improvements.
“The provider had developed an effective system of quality monitoring and improvement.” from the report
No registered manager at inspection
minorThere was no registered manager in post when inspectors visited. The General Manager had applied for registration, so families may wish to ask about the current position.
“There was no registered manager at the time of our inspection but the General Manager had applied for registration.” from the report
- 01Who is the registered manager now, and what happened to the application mentioned in the report?
- 02How many staff are normally on each shift, including at night, and how are staffing levels adjusted for people living with dementia?
- 03How often will my relative and our family be involved in reviewing the care plan?
- 04What activities and one-to-one engagement would be available for someone who does not want to join group activities?
- 05How are medicines checked, including pain relief and any changes made by healthcare professionals?
This was an unannounced comprehensive inspection covering all five CQC questions and was the first inspection since the service registered. This explanation was written from the published report of 28 January 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Hallmark Lakeview Luxury Care Home
2 rated inspections over 3 years: the service has held its Good rating throughout.
- July 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Hallmark Lakeview Luxury Care Home →
- January 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Hallmark Lakeview Luxury Care Home →
- November 2014
Registered with the Care Quality Commission on 3 November 2014.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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