Moorlands Lodge Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us they were treated with kindness, compassion and dignity and we observed this during our visit. Their comments included, “I think the staff are very good to me”, “I’m very happy with it, it’s a good place to be”, “They are very kind” and “Oh yes, they are kind and helpful.” Relatives agreed and said, “They always call [family member] by name. I’ve not noticed any negatives with the staff” and “One thing that I thought was quite good, was that they rearranged the dining experience for [family member] and thought about [their] needs.”

The staff spoke kindly about the people they supported. A member of staff told us, “The care is person centred, staff know residents, especially in the dementia care unit, many have memory books. Staff use memory books when people can’t speak for themselves. Care is kind staff who really know people.”

The staff supported people in a kind and caring manner and responded to people’s needs promptly and respectfully. During lunch, staff walked around the room to check if people were ok whilst eating. When people were being supported to eat, we noticed they were not rushed and staff made sure their clothes were covered appropriately. Staff spoke with people in a kind manner. We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and staff.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans contained information about their background, including family life, working life and what was important to them. They also contained information about their social interests and hobbies, skills and strengths. Based on this information, care plans stated how to provide activities that the person could relate to and enjoy.

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such.This included in relation to their faith and sexuality.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The registered manager told us, “From the initial assessment, we identify what people can and want to do. We encourage people to remain as independent as possible.”

People’s aspirations, choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were recorded in their care plans and respected. Care plans included their biography, preferred activities and what made them happy and fulfilled. There was a range of activities on offer which were varied and included external entertainers.

Relatives told us there was a culture of community, and a homely atmosphere. They felt involved in the care of their family members and consulted.

People were supported to take part in meaningful activities of their choice. People told us they enjoyed the activities on offer and their preferences were taken into consideration. Their comments included, “Yes, I do think there's enough to do, we had a very good flower arranging session the other day, and I think we've got lavender bags to make very soon”, “I always enjoy being in the activities room, it's great fun and they're very lovely girls” and “There is a nice garden, which is always pleasant to use when the weather is nice.”

Relatives thought the activity program was good and people enjoyed activities provided. One relative told us, “The activities girls are fantastic… they put on a really good programme.”

The activities coordinators were enthusiastic and always strived to put on new events people might enjoy. For example, a ‘Sip and paint’ evening event was organised and consisted of having a drink whilst painting based on an agreed topic. One person told us this was well received, and added, “And I always sign up for the Selsey trip in the summer, it's really good fun and we all look forward to it.”

The provider listened to and understood people’s needs, views and wishes. During our visit, we observed the staff to be attentive to people’s needs and assisting them promptly when they required support.

People told us the staff were usually prompt to offer support when they called. One person said, “If you ring the bell, people come reasonably quickly, you’re not kept waiting. Personal care is good.” Call bells records indicated mostly a prompt response time.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The management team spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs. For example, a staff member was being supported with a phased return to work following health issues and some staff members required flexibility because of childcare and the provider met their needs.

The registered manager sought feedback from staff in order to make the necessary improvement. They were planning to display a ‘You said, we did’ board to show actions taken following suggestions.

Overall the staff we spoke with were positive about working at the service. Most of the staff felt supported and spoke of being a good team. They told us the management team cared about them and took any suggestion seriously. A staff member told us, ‘’My manager is reliable and very kind and supportive”, and another said, "The team is friendly, and the manager listens to our ideas."

The provider organised events for staff to show their appreciation. The registered manager told us, “We tend to do something once a month, such as a pizza time. The staff can relax and we encourage their wellbeing.”