Grasmere 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 the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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, compassion and dignity. People consistently described staff as caring, kind, helpful and trustworthy, and we observed staff supporting people in an unhurried, respectful and empathetic way. Staff had developed positive, trusting relationships with people and took time to understand their individual experiences and support needs. They promoted privacy, dignity and respect through person-centred care, encouraging people to remain involved in decisions about their lives and ensuring support was provided in a way that upheld their rights and preferences.

Feedback from people, relatives and professionals was overwhelmingly positive. One relative told us they held the "highest regard" for the staff team and described the improvement in their family member's wellbeing as "remarkable". Professionals found staff were compassionate, caring and responsive, and highlighted the positive difference support had made to people's lives. A person said, “I am very happy living here at Grasmere Lodge. The staff are great and it is really like home.”

Staff always treated people as individuals and delivered care that reflected people's unique needs, preferences and circumstances. Assessments and care plans were personalised and contained detailed information about people's health conditions, backgrounds, goals and preferences. Staff had developed strong relationships with people, which enabled them to gain a detailed understanding of what was important to them and how best to support them. Professionals described the service as genuinely person-centred. They told us staff listened carefully to people and worked collaboratively with them and other professionals to develop support that reflected individual wishes and aspirations.

Staff always promoted people's independence, choice and control. People were encouraged and supported to make decisions about their daily routines, healthcare, activities, finances and personal goals. People had opportunities to take part in meaningful activities and contribute to decisions within the service through regular house meetings and keyworker sessions. Care plans and risk assessments were developed with people and, where appropriate, their relatives, advocates and professionals to ensure people's views and wishes remained central to decision making. Professionals told us staff encouraged people to access the community, build confidence and pursue personal goals. A professional described how staff supported a person whose ambition was to return to employment.

Staff encouraged the person to consider volunteering as a step towards rebuilding confidence and routine. They also supported the person’s broader aspiration to regain their previous level of independence and wellbeing. A person said, “I have a great life now and get on with lots of things such as being the bingo caller at a local club.” Over recent years staff had successfully supported people to manage their condition, develop independent living skills and move on from the service.

Staff always responded to people's immediate needs in a timely and person-centred way. Staff knew people well and demonstrated a good understanding of their physical health, mental health and emotional support needs. They worked closely with healthcare professionals and external agencies to ensure changes in people's wellbeing were recognised quickly and acted upon appropriately. A staff member said, “We make sure people are getting the best care. They are involved in their care plans and I feel their views are listened to.”

The registered manager always supported and enabled staff to carry out their roles effectively. Staff consistently told us they felt valued, listened to and supported by the management team. They described leaders as approachable and responsive, and said they felt confident raising concerns or sharing ideas. Staff received regular supervision, training and opportunities for development, which helped them maintain the skills and knowledge required to support people safely and effectively. Staff wellbeing was discussed regularly, reasonable adjustments were considered where required, and managers took action to address concerns promptly. As a result, staff morale, teamwork and communication had improved, contributing to positive outcomes for people using the service. A staff member said, “Grasmere is such a caring place to work. I feel the management team are very supportive and always their if I need to talk about anything.”