The Care Quality Commission (CQC) has rated Azalea House, a residential care home in Bedford as outstanding, following an inspection that took place in July. This is the first time Azalea House had been rated as outstanding.
Azalea House, run by Pathways Care Group Limited, is a residential care home offering a holistic and therapeutic recovery support model for up to eight adults with a learning disability and mental health support needs. At the time of our inspection, there were seven people living at the service.
Following this inspection, Azalea House has been rated outstanding overall and for being caring and well-led. It has again been rated good for how safe, effective and responsive the service was.
Stuart Dunn, CQC deputy director of operations in the east of England, said:
“When we inspected Azalea House, we were delighted to find an exceptionally person-centred service, where managers and staff went the extra mile to ensure people received the best possible care. The service really understood what people needed.
“The outstanding leadership translates directly into positive experiences for the people who live at Azalea House. People told us they felt valued, respected, and genuinely cared for. The service has created a culture of inclusivity and empowerment, where people’s needs are met with compassion and professionalism.
“People’s privacy and dignity were always respected and upheld. Staff treated people with kindness and respect, ensuring that personal conversations were held in private so others couldn't overhear. Staff consistently asked people for their choices and consent throughout the day. Staff were also proud of people’s achievements and showcased these on the wall of praises, celebrating successes and fostering a positive environment.
“Staff are committed to their roles; they go above and beyond in numerous occasions to ensure that people receive the best possible care. Staff empowered people to be independent in maintaining their health and wellbeing. For example, one resident shared with us how staff helped them build confidence and independence. They were supported to collect their own medication from the supplying clinic. They gained knowledge and control over their own medication; this had significantly improved their quality of life.
“Staff always discuss the care plans with people and deliver them in line with their preferences. Staff supported people to obtain voluntary employments, one person thanked the staff for going the extra mile to help them get a job. Another person was recently promoted to chief of maintenance in their voluntary role. This empowers people with focus and self-worth, leading to positive outcomes in their lives.
"Leaders at Azalea House supported staff with robust policies and processes, enabling them to deliver not just safe and effective care, but also care that is compassionate and person-centred. For example, Staff received specialised training to support residents in having maximum choice and control over their lives.
“All of the staff at Azalea House should be really proud of the service they’ve created. Other service providers should look at our report to see if there’s anything they can learn to promote improvements across the sector to support people to lead their best lives.”
Inspectors also found:
- The environment at Azalea House was designed to support people’s well-being. The home was well-maintained and pleasantly decorated and offered several communal areas where people could spend time as they choose
- Staff demonstrated a high level of skill in recognising when people felt unsafe. They were proactive in challenging unsafe practices and were well-trained in safeguarding policies
- Staff fully understood the importance of promoting equality and diversity, recognising that everyone was different and lived a unique life. They were committed to supporting people without judgement
- Staff regularly review incidents and accidents, discussing what went wrong and identifying ways to improve practices
- People benefited from a consistent staff team, which enhanced the quality of care. Staff knew people well, which allowed them to provide support that met each person’s needs.