Whittington House rated outstanding by CQC for being ‘responsive’ to residents’ needs

Caring Homes and the team at Whittington House Nursing Home in Gloucestershire have recently achieved an overall rating of ‘Good’ from care regulators The Care Quality Commission (CQC) with the highest rating of ‘outstanding’ in the key area of ‘responsive’.

Home Manager Lyndsey and her team at Whittington House Nursing Home are delighted to achieve a ‘Good’ rating for the second time from the CQC following the inspection which took place in September.

Read the full report here

Whittington House is a modern, purpose-built home in Cheltenham and provides residential, nursing and dementia care for up to 66 people. The home is situated in a residential location and backs onto private woodland.

During their visit, Inspectors noted that residents live in a safe, caring, well-led, responsive and effective environment, cared for by sufficient numbers of well-trained staff who provide effective care. This is achieved through person-centred care planning, training and supervision further supported by the provision of best practice guidance to meet people’s individual needs.

One resident said, “I am happy living here and, my god, I am safe, that is the least of my worries,” another added, “I have never felt unsafe here, never.”

Inspectors saw that staff identify what is important to people and endeavour to provide meaningful experiences and lasting happy memories and offer bespoke care and support for people at the end stage of life and to their families. Services are tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

Inspectors learnt from relatives and staff that Whittington House supported family members to understand their relatives care needs and invited family members to attend in house training. One example of this is the Living in My World dementia training, a City and Guilds Accredited programme delivered by Caring Homes. One relative said, “It took away some of the guilt and feeling of letting my husband down.” Another added, “I believe I have been more tolerant and understanding of some of my relative’s difficulties since doing the training and am able to react better to her highs and lows.”

Delighted with the CQC feedback, Lyndsey Dixon, Home Manager, said, “At Whittington House our aim is to foster an inclusive environment that enables our residents to live their lives to the fullest, so we are really pleased that the CQC recognised us with an outstanding in their evaluation and noted that our community working and focus on person-centred care leads to an improved quality of life for people.”

“We are delighted with our ‘Good’ overall rating, this is down to the fantastic team here and great support from senior management and colleagues across Caring Homes. We hope that other services can learn from our approach and achieve similar outstanding experiences for their residents.”

Lyndsey was praised in the report with everyone who spoke to the inspectors commenting on how accessible, approachable and supportive she was. Inspectors noted that there was a clear vision for the service which centred around high quality, safe, personalised care.

As part of the rigorous CQC inspection process the team spoke to 14 people and four relatives about their experience as well as nine members of staff including care staff, registered nurses, the receptionist, chef, regional manager and the registered manager. A range of records was also reviewed including five care records, three staff files and a variety of records relating to the management of the service.

Whittington House Health and Wellbeing Lead Jenny Spencer is this year’s winner of the Connecting to the Wider Community Award from the Gloucestershire Meaningful Activity and Wellbeing (MAW) Network. The home also won three categories in the Gloucestershire Care Providers’ Association (GCPA) Care Awards for Nurse of the Year, Dementia Care Team of the Year and Activity Co-Ordinator of the Year with a further two finalists in the Hydration and Nutrition and Best Newcomer categories.

Whittington House Nursing Home

Home Manager

Lyndsey Dixon


58 Whittington Road,
GL51 6BL

0808 223 5396
View care home

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Coronavirus (COVID-19) Update
To Whom it may concern,

RE: A message from the CEO and Clinical Director

At Caring Homes we are following the latest Government advice and stopping visitors to all our homes, except for essential visits by healthcare professionals who will be required to adhere to strict protocols.

We understand that this may be very difficult for families but we are clear in our duty to ensure we protect the health, safety and wellbeing of our Residents and Colleagues as our top priority.

We want you to know that you can contact your loved ones through calls, emails, video and social media and we will support our Residents to view any messages you send over. We are confident that the teams in our homes are doing all they can to ensure that life remains as comfortable and sociable as possible. There will be a full programme of activities delivered by our in-house health and wellbeing teams.

We hope you will understand and support these actions and any further subsequent measures we might need to put in place.

Yours sincerely