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Inspection Summary


Overall summary & rating

Outstanding

Updated 3 March 2020

About the service

The Lodge is a residential care home providing personal and nursing care to 61 people at the time of the inspection. The service can support up to 62 people living with frailty, old age, dementia or needing a short time for rehabilitation following a hospital admission.

The Lodge is a large adapted building near the centre of Exeter. There are bedrooms on two floors with access via a passenger lift. There are a number of communal areas on both floors. There is also an accessible garden/courtyard area which is enclosed.

People’s experience of using this service and what we found

People and their relatives were extremely positive about their experience of living at The Lodge. People said they felt safe, well cared for and valued. Comments included ‘I feel very safe, completely. I know that if I have a problem of any sort, I can call the emergency bell. They come with alacrity as I found out when I rang it by mistake. It’s wonderful’. ‘I’m very happy here’. And ‘Its excellent, very safe. The carers are excellent.’

Peoples holistic needs were very well met by a staff team who were well-trained and understood the ethos of ensuring person centred care. The provider ensured the staffing ratios remained high so the best possible care and support could be provided. This included having additional housekeeping staff and kitchen staff. Care, meals and the cleanliness of the home were exceptional in their quality and delivery. Staff received really well planning support training and supervisions to enable them to do the best job possible.

People experienced an exceptional mealtime experience. Most people spoke very highly about the meals offered and the whole mealtime experience. One person said “I have never eaten so well. Lunchtime is a real treat with three courses plus cheese and biscuits if you can fit it in. You can have wine, beer, sherry all part of the service.” A few people were less positive. When we fed this back the registered manager was able to show all concerns raised by people about the menus or quality of food were followed up and addressed if needed.

Our observations of the lunch time experience showed staff worked hard to make the meantime experience for people special. The restaurant was open for a two-hour lunch period. Staff were extremely attentive and supported people to choose, serve and eat their lunch in comfort.

People were valued and placed at the centre of the service. Staff promoted their privacy and dignity, enabling them to make choices and have as much control and independence as possible. The service used a variety of methods to facilitate this including supporting people with communication, assistive technology, providing information in an accessible format and a consistent staff team who knew people extremely well. A huge range of activities were planned with people's hobbies and interest in mind.

The management team and staff genuinely cared for the people they were supporting. They advocated for them at every opportunity. They were there for them and their families at point of admission, when needing to transfer to hospital or at the end of their lives. They had recently achieved a national accredited training in end of life care. They had been commended for the effort they had put into cascading the training and embedding it so all staff understood the core principles of ensuring a person-centred approach to people’s final days. The service was developing a great reputation for achieving the best quality care for people’s final days.

They ensured people were able to maintain contact with their families, even when they were hundreds of miles away, using Skype so that they could see them. The service had a guest room for family and friends to use when visiting if they lived far away or needed got be in close proximity due to ill health.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and

Inspection areas

Safe

Good

Updated 3 March 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 3 March 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 3 March 2020

The service was caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 3 March 2020

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 3 March 2020

The service was well-led.

Details are in our well-Led findings below.