Ferguson 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.

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 praised the care staff for their care and kindness. A person told us, “The staff are lovely and caring. They look after me like I’m family.” Relatives provided positive feedback about the care people received from staff. A relative said, “I've never seen staff treat people with anything other than care and respect.”

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. Staff supported people to receive care how they wanted it. A person said, “They (staff) are lovely. They are always there to help me, and they listen. They treat everyone properly.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood people’s needs and used their knowledge to support people to maintain and enhance their independence. People were supported to go out and about with family and friends as much as possible.

Staff 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 and relatives confirmed staff acted in a timely way to support their needs. A relative told us, “I was concerned about [family member’s] health and no sooner had I mentioned it, the doctor was there.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Staff told us they received good support from management. A staff member told us, “We have the support of management, they are fantastic.I definitely feel supported here.”