Queens Lodge Nursing 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People consistently told us they felt happy and well cared for, and staff were observed speaking politely. People said, “The staff are wonderful. They make me feel very welcome when I visit,” and, “I am always treated with respect. The staff are polite and treat me as someone special.” Staff interactions were calm and friendly, with people being engaged in meaningful conversations and offering support without rushing.

Staff 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 included details of likes, dislikes and daily routines, and staff demonstrated knowledge of these during interactions. People said they could make choices about when to get up, what to wear and whether to join activities. Relatives confirmed staff knew people well and kept them informed about any changes. Staff were observed asking permission before providing care and respecting privacy during personal support.

Staff always promoted independence and gave people choice and control over their lives. People were encouraged to do as much as they could for themselves, such as dressing independently or helping with activities. One person said, “I insist I do as much as I can for myself.”

Staff listened to and understood people’s needs, views and wishes. Staff always responded to people’s immediate needs, although there were occasional delays at busy times. Staff were observed supporting people promptly during mealtimes and activities, and relatives told us they felt confident concerns would be addressed quickly. The management team acknowledged the need to improve deployment to reduce delays and had plans in place to address this.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. They felt listened to and valued, with open communication and team meetings in place. One staff member said, “We are building a good team, and I feel listened to.” The service also introduced recognition schemes, such as employee of the month, to promote morale.