St Ann's Lodge 2

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• 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

People were consistently treated well and with great kindness and compassion. Without exception, we received high praise for the staff team from people and relatives, which included; “This feels like home and the staff treat it like it’s my home. I tell them how I want things done. They listen to me. I decide what happens”; “We think [family member’s] very well looked after. [Family member’s] provided with a rich diet of things to do. [They have] a good social life. It’s a big family there”; and “I get told by [a health care professional] that this is the best home and [family member] is so lucky to be there. [Family member] is looked after very well and always monitored.” A relative praised staff for picking up on a concern about their family member’s health and wellbeing and seeking appropriate support for them. They said, “I mentioned that [family member] was tired to [the deputy manager]. He was on it straight away and got a referral to the GP. This would never have occurred to me. That shows you they are very on it and picking up little things that don’t seem right and getting it checked out.”

People were comfortable and happy with staff demonstrated by the warmth, laughter and kindness we saw in all their interactions. This indicated staff had built trusting and valued relationships with people at the service. The staff team were kind and caring and treated people with compassion, dignity and respect. This was evident when they spoke about people they supported and how they helped them to meet their individual needs. Staff were attentive to people, listening, reassuring and encouraging people to express themselves in their preferred way. They provided people with information clearly and concisely which helped people make choices and decisions.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had choice and control over how their care and support was provided. Their choices and decisions were reflected in the care and support planned for them. One person told us, “I feel they know me and what’s important to me. I get to tell staff what I would like to do.” A relative said, “They (staff) are very kind and very sensitive to [family member’s] needs and wishes. [Family member] is given a choice about going out if they want. [Family member] chooses activities that interest them.” A staff member told us, “Here, we always ask people about what they would like, for example, what they want to eat or what to wear and we respect their choices and opinions.”

Staff supported people to be as independent as possible with the tasks of daily living. A staff member said, “If people want to do something by themself we will help them to do this. If they want to make a cup of tea we stay beside them to give help, if this is needed, so they are safe.”

Managers reviewed people’s care records at regular intervals to make sure these remained up to date and current about people’s choices for their care and support needs.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.