The Care Quality Commission (CQC) has moved HCRG Care Group Luton’s rating up from good to outstanding following an inspection in November.
The service, which provides care to people at Capwell Grange Care Home and in people’s own homes under its Luton Intermediate Care Rehabilitation Service brand, provides rehabilitation services for adults following serious brain injury or illness including strokes. The service was run by Virgin Care at the time of the inspection. Virgin Care has since been acquired by Twenty20 Capital who rebranded the service as HCRG Care Group.
The inspection was carried out as part of the CQC’s regular checks.
The service has also been rated outstanding for being effective, caring and well led and is rated good for being safe and responsive to patients’ needs.
Physical and emotional needs met
Inspectors found patient’s physical needs were met, while their emotional wellbeing was also assessed and prioritised and they were treated with compassion and kindness, which was underpinned by compassionate, inclusive and effective leadership.
Staff were found to have understood the impact that a person’s care could have on those close to them and took this into consideration throughout their treatment and that they worked closely with their colleagues and other services to deliver clear and cohesive treatment plans, so patients continued to receive appropriate support following discharge from the service’s care.
Craig Howarth, head of hospital inspection at the CQC, said: “The standard of care we saw Virgin Care Luton providing on our inspection was very impressive. Especially set against the backdrop of the Covid-19 pandemic.
“People were fully supported to live as independently as possible, and staff really went that extra mile to help those they care for.
“One staff member secured food vouchers from the local community to help those struggling to afford shopping, while another helped a family replace a much-needed laptop screen. It’s actions like these that make a real difference to people.
“Patients we spoke to said staff really listened to their individual wishes and empowered them to make informed decisions about their care.
“All staff were committed to learning and continually improving their services, and other providers should look to this report to see what can be learnt.”
