Dale Lodge

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Feedback from people and their relatives was consistently positive about how people were supported. More than one person and relative referred to the staff team as a ‘community’ or ‘family’. One person said, “Staff are caring and friendly. They are like family”. A relative told us, “There is a community of staff. If the cleaner comes in and [my relative] is anxious or upset, they talk to [them]. The maintenance [person] too”.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s needs were assessed. This included if people had any needs relating to protected characteristics such as religious needs or needs relating to their sexuality. Staff had undertaken training in areas such as equality and diversity and autism and learning disability to assist them in meeting these needs and the needs of visitors to the service. There was a complaints process in place if people did have concerns. No complaints had been made. One relative said, “I have made no complaints as such but have made suggestions and everything has been taken on board.” Where people had raised suggestions, they were happy with the response they received. For example, one relative suggested a new dementia friendly clock was put up after the lounge was re-decorated. They said, “Two days later I went in and it was there.” Another relative told us they thought there should be an extra toilet at the service. The registered manager was aware of this and an extra toilet was included in a planned remodelling. People and their relatives had a number of routes they could provide feedback about their care and support. There were regular meetings for people where they could make suggestions or raise concerns. There was also a survey for people and their relatives to complete. Feedback was positive. One relative wrote, ‘Dale Lodge has fulfilled all expectations in keeping Mum safe, well cared for and respected. I have nothing but gratitude and thankfulness that Mum is being cared for by this wonderful team.’

There was a strong focus on ensuring people’s individual needs were met through equality of experience. People at the service lived with dementia. People were supported to continue engaging in the community through trips out such as going to the supermarket or the pub. People told us, “I like to read and [staff] bring around the mobile library” and, “We go on trips in the summer. We have been to Whitstable and had fish and chips”. One person’s loved one said, “The [staff] are absolutely lovey. There are lots of things for [name] to do. The service also arranged for visits from children from a nursery service. There is always something going on.” Staff ensured that people were supported to continue to have active lives through their journey with dementia. People were also asked if they wanted to be more involved in the running of the service. For example, two people wanted to be involved in organising trips when the weather is warmer. One person had supported in the kitchen when they were able to do so. The person remembered doing so and that they enjoyed this. The service design included dementia friendly features such as using ‘front doors’ of different colours to help people identify their room. Toilets had blue seats as these are recommended for people living with dementia to help people remain as independent as possible. There were signs and pictures to help people navigate around the service.

Staff had undertaken training in dementia and explained to us that they had learnt more about people’s needs. One staff said, “We are very focused on the personal centred. Everything comes from that. It runs smoothly. It is a happy home.” Staff considered people’s dementia needs. For example, people were asked what they wanted for lunch just before lunch time, rather than the day prior. People had access to a range of activities that met their needs including, one to one activities, group activities and activities that met peoples sensory needs. Staff were very knowledgeable about the importance of activities meeting people’s emotional needs and creatively taking this into consideration. For example, some activities were physical others focused on friendship and emotions. Some people had support with one-to-one activities which were sensory based.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.