‘Outstanding’ – National watchdog rate Manor Lodge

Home news

Nov 15, 2018

A national care watchdog has awarded Manor Lodge ‘outstanding’, with relatives and residents praising its exceptionally caring and attentive team members. 

The Care Quality Commission’s (CQC) report awarded Manor Lodge ‘outstanding’ in both its level of care and in having a well-led service, resulting in an overall ‘outstanding’ rating.

Andrea Sutcliffe, chief inspector of adult social care, said: “The quality of care which our inspectors found here was exceptional and I am very pleased that we can celebrate the service’s achievements.

“An outstanding service is the result of a tremendous amount of hard work and commitment. I would like to thank and congratulate everyone involved.”

Inspectors commented on the strong person-centred culture at Manor Lodge and the passion of the care team. They were repeatedly told by relatives how team members had made a difference to their loved one’s life, with one person commenting: “they have done so much for him, he’s transformed and it’s given us back our father.” 

The ‘outstanding’ report included comments from a number of visiting relatives, with one person telling inspectors about a negative experience they had at another care home but when asked about Manor Lodge they said: “now they are here, I truly feel like I can breathe again.” Another added that they’ve “never felt better about a place, it’s excellent.” 

During the unannounced inspection, mealtimes were observed and it was noted how a lot of thought went into making them social occasions, with team members often eating with the residents while also supporting them when needed. It was also noted that the chefs were very passionate about providing food that was nutritious, fresh and pleasing to the eye and it was clear they had put a great deal of work into providing a menu that met everyone’s needs. 

Manor Lodge’s weekly activity programme was highlighted in the report, with inspectors witnessing a local petting zoo visit during their time at the home. They were also told of the variety of internal and external activities on offer to residents, from musical entertainment and yoga to a minibus trip into the community. 

Home manager at Manor Lodge, Juliana Miles, said: “We want to make people feel loved, welcome and as if they were at home when they are at Manor Lodge – whether they are a resident, relative or team member. When residents move into the home, it’s the start of a new journey for them and it should be fulfilling and enjoyable. 

“I’m so pleased our continued efforts have been recognised by the CQC’s inspectors. Everyone here is so passionate about improving the quality of residents’ lives, and they work incredibly hard to make a positive difference. 

“To be rated ‘outstanding’ shows just how committed the team is and I’m extremely proud of each and every one of them. I would like to say thank you for their hard work and dedication, which I know is also greatly appreciated by residents and their families.”

Rachel Hearn, director of nursing and quality at NHS Mid Essex Clinical Commissioning Group, added: “We are thrilled to see that a local care home has been rated as outstanding – further strengthening the care offering here in Chelmsford. 

“Juliana and the team have done a fantastic job in making Manor Lodge a real home-from-home for residents, and this accolade couldn’t be more deserved – well done all!”