Fleetwood Hall

We assessed all quality statements from the key questions of safe, effective, caring, responsive, and well-led.

There were enough staff, suitably recruited with the right skills, qualifications, and experience for their roles. They made sure people had choices about their care to enable them to give informed consent. Management involved appropriate specialists to help make important decisions that were in people’s best interests.

The home was clean and had systems to maintain good infection, prevention, and control (IPC). Medicines were managed safely, and people were consulted and could self-administer if they wished.

People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and to support smooth transitions when moving between services. They monitored people’s health and consulted with health professionals to support healthy living.

People received safe, personalised care from staff who knew them well and treated them with kindness and respect. Risks were managed safely, lessons were learned when things went wrong, and systems supported the safe delivery of care.

Staff responded promptly to changing needs and took proactive steps to reduce distress and promote wellbeing. People were provided with information in formats that met their individual needs, promoted their independence, make informed choices and remain involved in their care. They were also supported to plan for important life events and future decisions in a sensitive and respectful way.

Management promoted a positive culture where people, relatives and staff felt valued, listened to and supported. One person told us, “[Registered manager] is on top of everything, she is doing a terrific job.” One relative said, “It seems to run like clockwork.” A staff said, “Management help out, you can’t fault them. They are approachable.” Established governance arrangements, clear accountability, and effective quality assurance processes supported continuous improvement.