Exceptional care sees ‘Outstanding’ rating for Hampshire home

22 February 2019

Staff and residents from a Petersfield care home are celebrating after the service received an ‘Outstanding’ rating from the Care Quality Commission (CQC) for exceptional leadership and a caring culture.

Staff from Tilmore Gardens celebrating the Outstanding CQC rating.

Tilmore Gardens – which provides accommodation and care for 10 people with learning disabilities – is owned and run by Sanctuary Supported Living (SSL) and received the rating following an unannounced inspection.

The report noted how residents at the service were treated with “kindness, care and respect”. Family members of the home’s residents highly commended the support given by staff in pursuing a good quality of life.

Inspectors said: “We observed real, genuine affection between people and staff. People’s relatives consistently referred to staff being exceptional, describing them as ‘amazing’ and going ‘over and above’ to provide exceptional care which resulted in positive outcomes.”

A relative added: “[Tilmore Gardens] really is the best place we as a family have ever experienced, and that is a reflection on [the registered manager], the team and all the residents.”

Staff spoke about people with real empathy, and an effort was made to treat the residents as if they were members of their own family, the report said. They also encouraged residents to do things for themselves, for example preparing food with confidence.

Another main focus of the report was the excellence of manager Nikki Bedford and her team. It read: “Service leadership was exceptional and distinctive. We consistently received excellent feedback about the leadership of the service and the registered manager who led on creating a culture aimed at delivering outstanding person-centred care.”

Highlighted was how each resident’s plan reflected the positive outcomes they had achieved in their physical, emotional and social lives as a result of the service’s bespoke care packages.

A relative commented: “[Registered manager] is lovely and a good leader. She gives 120 per cent, she cares about everybody.”

A staff member added: “Staff and people are so welcoming and so pleased to see you, it’s the best place I’ve ever worked. A lot of it is to do with the registered manager and her approach. I really love working here.”

The ‘Outstanding’ rating at Tilmore Gardens follows the award of the same grade at SSL’s Corner House Residential Care Home in Mansfield, Nottinghamshire.

Nikki Bedford, SSL’s local service manager, said: “We are all over the moon to receive an ‘Outstanding’ rating from the CQC. It’s a real team effort here, our staff really care about the residents and we all take pride in making Tilmore Gardens a happy, joyful place for them to live.”

Sara Keetley, Operations Director – SSL, commented: “We are very proud of Nikki and her team at Tilmore Gardens and the caring, open atmosphere they have created at the home.

“This ‘Outstanding’ rating is our second from the CQC in the last six months and I truly believe that this is only the start of our services and staff being recognised at the highest level for the support they provide to our residents.”

Tilmore Gardens really is the best place we as a family have ever experienced, and that is a reflection on the registered manager, the team and all the residents.

Relative of a Tilmore Gardens resident

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Sanctuary Supported Living is a trading name used within Sanctuary Group. © 2019 Sanctuary Group. All Rights Reserved. Images used on our website and literature may be representative and are for illustration purposes only.
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