Ruskin Lodge

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. Staff took the time to chat, listen and engage with people in a warm and meaningful way. Interactions were not rushed, and people were treated as individuals whose thoughts and feelings mattered. One person told us, “Staff always knock before entering my room.” Care plans included a brief description of each person’s physical appearance, helping staff to approach care in a more personalised, dignified manner, especially for new or less familiar staff. Staff consistently spoke about people in a respectful way and demonstrated a genuine commitment to keeping them at the centre of their care. People told us staff supported them to do things that were important to them, such as trips to the garden centre or meals out, with one person commenting, “Nothing is too much trouble.” A warm, friendly atmosphere was evident throughout the home. Staff across all levels interacted with each other respectfully and supportively.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s individuality was recognised and respected from the outset, with detailed assessments capturing their personal preferences, routines and support needs prior to each stay. Staff encouraged people to personalise their rooms with familiar belongings and home comforts, helping to create a sense of ease and familiarity during their time at the service. It was evident staff took time to get to know the people they cared for. One person told us, “They [staff] know the things I like and don’t like.” People were encouraged to take part in meaningful daily activities tailored to their interests and abilities.

We observed effective, individualised communication between staff and people. For example, staff used a picture book to support communication with a person who had communication difficulties. Staff positioned themselves at eye level and maintained kind, attentive body language, ensuring people felt heard and respected. A staff member shared they were supported to work flexibly around their own personal circumstances, further reflecting the service’s commitment to treating everyone, including staff, as individuals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The environment was adapted to promote people’s independence, with features such as handrails, a passenger lift, walk-in showers, and a range of supportive equipment including bath and shower chairs. People told us they felt comfortable discussing their care needs with staff and felt their independence was encouraged. One person told us, “We are treated as individuals,” while a family member commented, “The communication is great.”

Care plans reflected a strong emphasis on choice and control, documenting people’s individual preferences and routines. Staff were aware not to make assumptions, and ensured people’s likes and dislikes were noted and regularly updated.

People were supported to maintain meaningful relationships, and staff worked in a way that encouraged autonomy. One person described feeling, “Extremely safe,” adding that staff were, “Really lovely.”

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 felt well-supported, with one person commenting, “Never have to wait long.” Staff told us their workload was manageable, and staffing levels were sufficient to meet people’s needs in a timely way.

Staff demonstrated an understanding of people’s individual health conditions and how to respond appropriately. They were able to explain how they adapted their communication styles to meet different needs and responded effectively in a range of situations.

The provider cared about and promoted staff wellbeing, supporting them to deliver person-centred care. Staff told us they felt well supported and valued opportunities to provide feedback during regular supervisions and team meetings. The service benefitted from high staff retention, with many team members having worked at the home for several years. Staff told us they were supported to work flexibly around personal circumstances.

A recent e-learning platform, Flourish, had been introduced to enhance training opportunities and support ongoing development, helping to ensure the workforce remained skilled and confident in their roles. A staff member told us, “I am supported to complete any training I need.”