St Albans care home found ‘Outstanding’ by CQC


The Care Quality Commission has found the quality of care provided by Tenterden House Care Home in Bricket Wood, St Albans, to be Outstanding following an inspection in January.  


Tenterden House Care Home is run by Bupa Care Homes (BNH) Limited. It is registered to provide accommodation for up to 40 people who require nursing care.


Inspectors found staff were caring and compassionate and people were being provided with safe, responsive, caring, effective and well-led care. A full inspection report has been published on CQC’s website: 


Under CQC’s programme of inspections, all adult social care services are being given a rating according to whether they are safe, effective, caring, responsive and well-led. Tenterden House Care Home is rated Outstanding for being caring and well-led, and Good for being responsive, safe and effective. 


Jemima Burnage, CQC’s Head of Inspection for Adult Social Care in the central region said:


“Our inspection team was really impressed by the level of care and support offered to people at Tenterden House Care Home which we found gave them an enhanced sense of quality of life and well-being. 


“The service was exceptionally caring and staff demonstrated a ‘people first’ approach and were innovative and creative to improve outcomes for people.


“The registered manager and staff promoted a positive culture that was person-centred, open, inclusive and empowering, which achieved consistently good outcomes for people.


“People told us staff helped them live the life they wanted and achieve things they never thought it would be possible after they moved into a care home. 


“One person told us about a goal they set themselves and this was for them to once again participate in a half marathon. They told us that four staff members enrolled in a local marathon and when they were close to the finish line, they helped the person cross this with them.


“Relatives were extremely positive about the care and support people received. They told us they often saw staff doing little things which had huge impact on people and their relatives.


“All of this meant people received a high standard of care, which is why it has been rated Outstanding.”    


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.”

Speaking of the rating Linda Marks, manager at Bupa Tenterden House, said: “We’re absolutely over the moon – it’s still sinking in! We’re like a big family at the home, and the result is thanks to a real team effort with everyone playing their part. We’ve always worked hard to do the best by our residents, and their feedback alone is enough to make it worthwhile. This rating is just the icing on the cake.”

Joan Elliott, Managing Director for Bupa Care Services, added: “I know the hard work that goes in to running a home, and how many of our people go above and beyond for residents every day.  That’s why I’m delighted to see colleagues at Tenterden House recognised with this glowing report. It’s a fantastic achievement that they should all be very proud of. They put residents at the heart of everything they do, and are a brilliant example of person centred care.”



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