Maple Leaf 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 service 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.

Staff were kind and caring in their approach to people.

People told us that they were cared for. One person said, “Staff are kind and helpful” another person said, “I like the staff they are nice to me.”

Staff had training and support to ensure people were treated with kindness and compassion. The registered manager told us they expected staff to work to the principles of equality, diversity and protect people’s human rights. Where we had identified staff falling short of this the registered manger had taken swift action to address this.

We observed that staff had positive relationships with people, and we saw most staff treated people with compassion and understanding.

People were supported to personalise their rooms and were able to have privacy when they had visitors.

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

Care plans were tailored around the person as an individual and with that there were details on people’s preferences. The provider was taking action to review and update care records in corroboration with the people themselves to gain a better reflection of people’s current individual needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The registered manager was evaluating and improving how to support people in ensuring they were achieving effective input and control in the care and support they received. “Your voice” meetings were to be held regularly with people to ensure that feedback could be gathered and any changes needed identified and actioned.

The provider listened to and understood people’s needs, views and wishes. Staff mostly responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We saw examples where staff had taken the time to sit down and speak with a person who had shown signs of anxiety. Staff were able to tell us what signs they looked for in individuals if they were in need of an immediate response.

We found staff understood people’s communication and took their time to ensure they understood what people were communicating.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff said they felt supported by the registered manager and were able to raise concerns with the knowledge they would be listened to and any concerns addressed. The registered manager told us they had worked to change a previous negative culture into one where staff were given a voice and supported to provide good person centred care.