St Ann's Lodge 2

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 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 and relatives feedback indicated high levels of satisfaction with the kindness and care shown by the staff team. Comments we received included; “I have nothing but praise for them (staff). They are amazing. They are very kind. Nothing is too much trouble and they are genuinely fond of [family member]. They are always pleased to do things for [family member].”; “They (staff) are all fabulous. All the staff are wonderful and caring.” And “I mean, the quality of care they give is really good. [Family member] is very happy there and I am pleased [family member] is where they are.”

The staff team were kind and caring and treated people with dignity and respect. They spoke warmly and affectionately about people they supported and how they helped them to meet their individual needs. They had built trusting relationships with people which gave people confidence that they would be treated well. A relative told us, “[Family member’s] keyworker knows them inside out and is brilliant and [family member] loves [staff member] to bits and has lots of confidence to be with them.”

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. A relative told us, “[Family member] has a lot of choice about their activities and is out all the time.” Another relative said, “[Family member] loves getting dressed and choosing the colours of their outfits. [Family member] decides what they wear and what they do.” Staff made sure people were involved in making decisions about their daily routines and activities and their choices were listened to and respected. A staff member told us, “I talk to people to allow people to choose what they want to do. I am person-centred and I also consider people’s safety. It’s important to engage and listen to people so you can do what people would like. I make sure people get to choose how they spend their day. “

People were supported to do as much as they could and wanted to do for themselves. People’s care and support was planned to help them build and maintain confidence and independence with the tasks of daily living. A relative said, “[Family member] is out and about a lot and with family. Saturday, they support [family member] to clean their room and do laundry and then they will go out for coffee.”

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.