'Exceptional' service for residents at Horncastle care home, says CQC watchdog

The findings were made by the Care Quality Commission (CQC) after an inspection during November and December of Tanglewood Care Home on Louth Road.

The home, which is privately run by Tanglewood Care Services Ltd, is a 54-bed residential, nursing and dementia care establishment that also features four self-contained bungalows.

It provides nursing support for older and younger people, some of whom are living with dementia or physical disabilities.

So impressed were the CQC inspectors that they gave Tanglewood a rating of ‘Good’ both overall and in four of five individual categories covering how safe, effective, responsive and well-led the home was. In the other category, headed ‘caring’, it was rated ‘Outstanding’.

The CQC report heaped praise on the provider, saying: “Leaders, including the registered manager (Alice O’Hare), directors and the wider team demonstrated an unwavering commitment to delivering truly person-centred care.

"Interactions between staff and residents were marked by exceptional patience, compassion and respect.

"The manager actively promoted innovation, leading to significant improvements in residents’ wellbeing and reducing the risk of social isolation.”

The inspectors found that the recruitment of staff was so “robust” that “only suitable candidates joined the team.

"Staff competency was regularly assessed, and the workforce had access to comprehensive training, supervision and ongoing support to continually develop their skills,” the report said.

"The team worked collaboratively with health and social care professionals to manage residents’ health needs effectively, ensuring guidance was tailored to individual requirements.

"Equipment was consistently available and well-maintained, and the environment was kept clean to minimise infection risks.

"Medicines were managed and administered safely in line with best practice, supporting residents to live healthier lives.”

With regard to the residents themselves, the CQC found that they were “overwhelmingly positive about the quality of their care”.

“They felt safe and were fully involved in planning their care, supported by detailed care plans and risk assessments that safeguarded them from avoidable harm,” the report went on.

"Leaders fostered a culture of openness, learning and reflective practice, ensuring high standards were maintained."

Residents told inspectors that they “received exceptional care from knowledgeable staff who treated them as individuals”.

The report continued: “Several described how staff treated them kindly and made sure any personal care was done sensitively, preserving their privacy and dignity.

"One person told us: Seriously: this is as good as it gets and I don’t want to go anywhere else.

"A relative said: I am very happy with the care. The staff are very kind and friendly. I always get a warm welcome. They are such a happy group there.”

Residents also told the CQC that the home “provided lots of interesting ways to spend their time, keeping them physically and mentally active”. Their dietary needs were met too, with plenty of choices to eat and drink.

Staff “consistently interacted positively” with the residents, who always felt able to complain, confident that they would be listened to and that action would be taken to make improvements.

Home manager at Tanglewood Care Homes, Alice O’Hare said, “We are incredibly proud of this result.

“Our team puts residents at the heart of everything we do, and to hear such powerful feedback from residents and families means the world to us. This rating reflects their dedication, kindness and professionalism every single day.”