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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. They treated colleagues from other organisations with kindness and respect. We observed staff work closely with people and sensitively challenged behaviours, which might have a negative impact on their or other people’s lives. They also had effective systems in place for ensuring positive risk-taking approaches were adopted, which led to people feeling they were valued. A person said, “They [staff] are really good and have felt really supported by them. I think they have always treated me with kindness, listened to me and respected my wishes.”

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. A staff member said, “We want people to be as independent as possible and always look at how we can support individuals to make positive changes to their lifestyle, health and wellbeing.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People confirmed any changes to the ways staff supported them were discussed with them and agreed. A person said, “I think staff are great at giving us the freedom to really go out and the best we can be. Since coming here I have changed my life and repaired bridges with my family, so much so I now work in a charity shop and regularly see relatives.” Over recent years staff had successfully supported people to manage their condition, develop independent living skills and move on from the service.

Staff listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were knowledgeable about each person using the service and could describe their needs, including how their cultural needs were met. A staff member said, “We always make sure that as people’s needs change we record this in their care records and know how to meet these new needs.” We observed staff work in a sensitive and responsive manner.

The registered manager cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed the management team supported them to give their best to people when at work. A staff member said, “[Name of registered manager] has always been really approachable, supportive and caring.”