Horsell Lodge

“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.”