The Care Quality Commission (CQC) has upgraded the rating of Tixover House in Rutland from good to outstanding following an inspection from 5 to 27 November.
Tixover House, run by Barchester Healthcare Homes Limited, is a nursing home for up to 48 people, including people living with dementia and physical disabilities.
The inspection was carried out as part of CQC’s continual checks on the safety and quality of healthcare services.
CQC has improved the rating from good to outstanding for how caring and well-led the service is. Responsive has improved from requires improvement to good, and safe and effective have been re-rated as good.
Catriona Eglinton, CQC deputy director of operations, said:
“When we visited Tixover House, we found it excelled in delivering care that was compassionate, respectful, and person-centred. People using the service and their families consistently described staff as exceptionally kind, caring, and attentive. They also described them as going above and beyond to ensure people felt valued in a place they call home.
“Staff respected people’s dignity, particularly when they were providing personal care. Someone told us that staff leave them in peace if they want some quiet time. Also, when staff help people to get up or get washed, they have meaningful conversations with them which they told us makes them feel valued.
“We heard that staff use technology to meet people’s cultural needs. For example, people could access online radio stations and podcasts from multiple countries. One person was supported by a member of staff to listen to an Israeli radio station, so they could connect to their family roots and culture.
“Additionally, people used technology to stay in touch with their families. For example, staff supported someone to have regular video calls with their sibling living in another country. This helped them stay connected and improve their wellbeing.
“Overall, leaders and staff should be incredibly proud of the care they provide and the culture they have implemented, which is clearly appreciated by people using the service and their families. Other similar services should look to this report to see what they can learn.”
Inspectors found:
- Leaders were visible, approachable, and deeply committed to delivering high-quality, person-centred care.
- People living at Tixover House were supported and encouraged to have roles and responsibilities in the service. For example, sitting at reception and making sure visitors know where they are going, making them feel valued.
- Leaders actively engaged with people, their families, and external partners, to gain feedback to help drive improvement.
- The service had systems in place to protect people from abuse and avoidable harm. Also, staff knew the safeguarding procedures well, and any incidents were investigated thoroughly, and lessons were learnt and shared across the organisation.
- Leaders had created a culture where staff felt supported and valued and were recognised through nominations and awards.
- The service supported people to live healthier lives and regain their independence, to help prevent their health deteriorating.