Hartwell Lodge Residential Home

Hartwell Lodge Residential Home provides personal care for up to 32 people, including individuals living with dementia, with 30 residents staying at the home during our visit. The latest CQC inspection highlights positive progress and improvements made by the provider since the previous assessment, creating a warm, engaging, and welcoming atmosphere for everyone living and working there. Residents, relatives, and staff share an overwhelmingly positive view of the daily life and management within the home.

Residents are protected from avoidable harm, supported by enough safely recruited staff who know individual needs well, and can welcome visitors whenever they choose. However, some improvements were needed regarding topical medicine records and clear guidance on prescribed creams, though the management team acted promptly to introduce more effective systems.

Care and support are delivered effectively, with staff understanding how to manage daily risks such as hydration and nutrition. The home follows legal frameworks regarding mental capacity and making decisions in residents' best interests.

Interactions between residents and staff are warm, reassuring, and compassionate, ensuring people feel relaxed and happy in their environment. Relatives noted they are kept fully informed of any changes and feel their loved ones are in the best possible place.

The service is responsive to feedback, actively involving residents, relatives, and staff in shaping daily life, activities, and meals. People are encouraged to share their views, and suggestions are listened to and acted upon promptly.

Management and leadership have improved significantly since the last inspection, with the registered manager leading by example and fostering an open, supportive culture. Nevertheless, internal audits need further refinement to fully catch issues related to topical creams and water temperature monitoring for legionella management, which the provider is actively working to embed into daily practice.