The Care Quality Commission (CQC) has again rated Portland Road care home in Hove, West Sussex, as outstanding following an inspection in July last year.
Portland Road is a care home supporting nine people living with mental health conditions, run by BHT Sussex. CQC carried out the inspection due to the age of the previous rating.
CQC re-rated the service as outstanding for effective and responsive. Safe, caring and well-led were re-rated as good.
Amy Jupp, CQC deputy director of adult social care in West Sussex said:
“When we visited Portland Road, it was clear we were visiting a service genuinely built around the people who live there, and that came through in everything we observed.
“Leaders have created a culture where staff felt confident to speak up, share ideas and learn from one another. That openness translates directly into the quality of care people receive. Staff know the people they support very well, not just their care needs, but their personalities, their histories and what matters most to them day to day. People told us they felt safe, heard and respected, and what we saw backed that up.
“What really stood out was how the team goes far beyond the basics. When someone struggled with listening to answers that could trigger distressing responses, staff didn’t just manage the situation they worked alongside professionals to develop creative, practical strategies that reduced the person’s distress. This thoughtful, person-centred approach is clearly embedded throughout the service.
“The home also does impressive work to make sure people can communicate and make decisions on their own terms. Staff adapt their approach to individual needs even learning key phrases in a person’s first language and supporting access to interpreters where needed. As a result, people who had previously struggled to engage are now moving towards greater independence and, in some cases, independent living.
“We also saw that staff manage medicines safely, keep the home clean and well maintained, and assess risks thoroughly. Leaders have strong quality assurance systems in place regularly reviewing performance and acting on what they find.
“This is exactly the standard of care people deserve, and I want to congratulate everyone at Portland Road for their dedication and commitment to the people they support.”
Inspectors found:
- People were involved in shaping the home, including developing a handbook for new residents that helped reduce anxiety for those moving in.
- Staff used innovative approaches to support people experiencing mental health challenges, including adapting training into practical tools people could use themselves to manage distressing symptoms.
- The service supported people to work towards independent living, with transitions carefully planned to reduce stress and ensure continuity of care.
- Leaders maintained robust quality assurance, with regular audits and clear action plans to drive improvement and keep the service running safely.
- Staff felt genuinely supported by the management team and described a family-like culture, which contributed to low turnover and consistent, high-quality care for people living at the home.
- The service worked effectively with GPs, mental health teams and other specialists, and external professionals gave highly positive feedback about the home's communication and commitment to people's wellbeing.