St Georges Lodge Residential 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 inspection 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.

People told us the staff were kind and caring. One person said, “Yes, they are kind; they’re always wishing me well.” A relative told us, “I’d give them nine and a half out of ten. A couple of months ago it would have been five at the most. They’re improving and on the way up.”

A staff member expressed the importance of caring for people in a way that suited their preferences. They told us, “First of all I ask them if they would like care at this time. I give them choices. I might ask them if they want a simple wash of their hands and face or a full wash, such as a shower or bath. Some people prefer female carers.”

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

One person said, “I’ve been here a couple of years. They have a good idea of what I like and what I don’t.” A relative told us, “The agency staff don’t know people, but with the regular staff they’re extremely good when she’s upset.” People’s diverse needs were catered for. For example, 1 person liked to go to church early on a Sunday, so staff made sure they supported them to get up in time.

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

People told us staff supported them with their independence. One person said, “I do things for myself, but if I ask for help, I get it.” A relative told us, “Yes, she has choices and will say if she doesn’t want her hair done.” Activities were organised for people every day with a dedicated member of staff. One person said, “I don’t do them. I go into the lounge for the singers or when they’re playing instruments. I can listen to music or when people talk. A domestic comes in for a chat, she can make the time. She came specially today to say ‘goodbye’ as she was going home.” A relative said about their loved one, “She has dementia and she struggles to take part, but she likes to be there. They have animal visits. She loved the donkeys.” At lunchtime, we observed people were given a choice of what they would like to drink; 1 person chose a glass of red wine.

Residents’ meetings were organised and enabled people to make suggestions, making sure everyone had a voice. People were supported to receive visits from their relatives and friends. One person said, “Yes, they’re made very welcome.” A relative told us, “Staff give you the key code, you can come anytime.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us they sometimes had to wait for staff to respond to their call bells, but overall, they felt their needs were met promptly. One person said, “It depends on the time of day, it’s reasonable, you don’t wait long.” A relative told us, “They have less people at the weekends and sometimes they rushed her, but generally the staff are good. They come quickly.”

People’s communication and sensory needs were met. For example, some people had mobile phones or iPads to stay in contact with relatives and friends. The television in the lounge showed sub-titles for a programme that people were watching; this assisted them if they were hard of hearing.

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

Staff told us they felt supported by the management team. The manager and deputy manager worked on the floor alongside care staff, with the manager occasionally working a night shift. The manager was visible and accessible for staff. A newly recruited deputy manager assisted the manager. If they were on shift, 1 staff member could use the summer house for prayer and reflection in line with their religious preferences.