Portelet 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 65 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives were complimentary about staff. A relative said, “The staff are really nice […] because they truly are always kind, courteous, always attentive.”

Health and social care professionals were complimentary about staff. A health and social care professional told us, “We have worked closely with Portelet Lodge Care Home and have found the team to be professional, responsive, and supportive in their approach to resident care.”

Staff told us they always respected and upheld people’s dignity. One staff member said, “I try to improve residents’ lives by treating them with dignity and respect, listening to them, supporting their choices, and helping them feel comfortable and valued.” Another staff member told us, “I support residents by respecting their choices, routines, preferences and independence. Care is personalised to each individual’s needs.”

We observed positive interactions between people and staff. For example, when supporting people to choose what to eat or drink.

The provider did not always make sure people’s care, support and treatment met people’s needs and preferences.

People’s care plans included information on their lifestyle and recreational needs. This section of the care plan included information on what people liked to do, their hobbies and their important relationships. However, records showed people were not always supported with their hobbies as staff did not have time to do so.

We observed people looked bored in communal areas. Staff did not have the time to support them with meaningful activities for longer than short periods of time.

This meant people were at risk of becoming socially isolated and experience reduced quality of life.

Staff knew people well and were aware of their preferences and cultural needs. They respected people’s personal, cultural, social and religious needs. A staff member said, “We respect residents religious and cultural needs, including diet and worship preferences.”

People were supported to maintain relationships and networks that were important to them.

Staff confirmed they supported people to stay in touch with their relatives and supported them to be as independent as possible. One staff member said, “I encourage regular communication with family members who are vital to their care and support as this also provides emotional stability, social interaction and that feeling of home away from home.” Another staff member told us, “: I support people to maintain their independence by encouraging them to do as much as they can for themselves while providing help only where needed.”

We observed staff supporting people to see their family members.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Some people did not have access to their call bells and the provider failed to safely assess risks associated with this. The electronic system in place did not support staff to regularly check on people who were cared for in bed. This meant they were at increased risk of becoming isolated and their immediate needs not being met.

We observed 1 person becoming distressed in the communal lounge, staff supported them by providing reassurance and checking what they needed.

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

Staff told us they felt supported in their roles, and the provider made reasonable adjustments to support them to be able to carry out their roles effectively. Staff had regular supervisions and meetings.

One staff member said, “I feel valued at work, there are support systems available to me, I can contact management via mobile, email, seniors and colleagues via secured staff communication platform.” Another staff member told us, “I do feel appreciated at times through support from colleagues, encouragement from management, and positive feedback from residents and families.”