Benkhill 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,dignityand respect.

At our last assessment we rated this key questiongood. At thisassessmentthe rating hasremainedgood.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

One person told us, “I’m very grateful for the care they give me.” Relatives told us, “Everyone’s got time to spend with (person), I wouldn’t have her anywhere else” and, “They make you feel welcome when you come in and they put my (person’s) needs first and that’s all I can ask for.” Another relative told us, “They care, I’ve never seen any staff get cross, or impatient, they are all very patient.”

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 had a good understanding of the people they supported, their desired outcomes and their social and religious needs. We saw how interactions between staff and people were meaningful and based on events happening in their lives outside of the care provided.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had personalised their bedrooms and made their own decisions around how they spent their time. There was a choice of meals provided, and alternatives were provided when people wanted something that wasn’t on the menu. We saw how adapted cutlery and coloured plates were made available to encourage independence at mealtimes.

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. Staff were responsive to people’s needs and communicated with them in a way that worked best for them. The provider used a remote service to seek medical advice when they had concerns about people, so they could get the right support in a timely manner. The manager told us this had been an effective way of getting the right medical support, attention and treatment for people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were very complimentary about the support provided by the management team. Staff had regular meetings and supervisions and felt confident that concerns raised were acted upon in a professional and confidential manner. The provider held employee of the month awards which were nominated by other staff members. One staff member told us how supportive management and their colleagues had been when they needed to work flexible due to childcare issues.