Buttercup 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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were consistently treated with kindness, empathy, and compassion. Privacy and dignity were respected. Staff also showed respect and kindness to professionals from other organisations.

Staff were described by people and relatives as kind and caring. One person said, “Staff are kind to me,” and a relative commented, “The staff treat [my relative] with dignity and respect, and are mostly caring.”

Staff were observed knocking before entering rooms and asking permission. Interactions were warm and respectful, with staff using people’s preferred names and warm interactions were seen.
 

People were treated as individuals, and the provider 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.

People had a variety of activities and hobbies to participate in. We observed staff supporting people with individualised activities where they did the things that interested them, and they enjoyed. Staff meetings, including daily handovers were used to share important information with staff including any changes to people’s routines and preferences. We found staff knew people well.
 

People’s independence was promoted, and they were supported to have choice and control over their care, treatment, and daily lives. Aids such as adapted cutlery were used to help people take part in activities like cooking.

Staff encouraged people to make decisions about how they spent their day and supported them to take part in activities they enjoyed. Examples were seen of people going out and engaging in meaningful experiences, however improvements were needed to ensure people were supported consistently with activities in line with their plans. Communication was adapted to support choice, and people were given time to respond.

Care plans included details about what people could do independently and how they were involved in day-to-day tasks. Relatives said they could visit or call freely. Visiting times were unrestricted, and people could choose who they saw and when.
 

People’s needs, views, and wishes were not always fully understood or responded to. Staff did not consistently act in the moment to reduce discomfort, distress, or anxiety. Several incidents were observed where immediate needs were not addressed effectively. Although people appeared well kempt and had access to their own toiletries and belongings, staff responses to emotional or behavioural needs were not always in line with support plans.

Emotional support plans were not consistently followed. For example, people were left waiting for activities to begin or were given incorrect information about which staff were on shift. These lapses contributed to distress and did not align with individuals’ behaviour support plans.

Staff wellbeing was promoted, and support was provided to help them deliver person-centred care. Staff said they felt listened to, valued, and supported in their roles. One staff member said, “I feel valued by the new manager... it’s easy to raise things, and I feel listened to now. This can be a hard job, but it’s very rewarding.”

Support was given following significant incidents, including debrief sessions that helped staff reflect and process events.