The Lodge - Dementia Care with Nursing

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

The provider did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

Most people and relatives told us staff were very kind and caring. During the assessment we observed that at times staff did not always interact with people during caring tasks, or mealtimes.

We did observe caring interactions between staff and people at other times during the assessment and staff treated people using positive approaches. A family member said, “I can’t fault the staff. They are kind and helpful to both me and my wife.” A person said, “The staff are great. They know my moods and how to treat me.” Another person said, “They are very kind and helpful. I think they are wonderful.”

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.

Staff delivered culturally appropriate care to people, for example around food choices and space to practice their faith. Relatives told us that staff considered people’s abilities, preferences and interests, 1 relative said, “They have been wonderful to [my relative. They have changed his room, so that he is in a bigger one now so that it can accommodate his keyboard.” Another family member said, “If [my relative] asks for anything, even if it is not a meal choice the staff will go and find what he wants. Once when I was there, he wanted a pear. The carer went off and
found a pear, cut it up and presented it to him.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff encouraged people to be independent. A relative told us, “They encourage her to eat independently. They encourage all residents to eat independently. They only step in if not much is being eaten.” A person said, “They do encourage me to do as much as I can by myself.”

People were supported with choices and could chose to have their care at different times of the day.

The provider 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.

We observed staff responding to people in a timely manner during the assessment. People and relatives told us call bells were answered quickly and people did not have to wait to receive their medicines. Staff knew how to support people when they were experiencing distress and managed challenging situations well.

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 management team, and that managers were compassionate during personal life events. Staff could access a wellbeing app via the provider portal. Managers organised supervision sessions to make sure staff were confident about delivering care.