Loganberry 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 80 (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.

People and relatives were very complimentary about the staff at Loganberry Lodge. A person told us “Staff are very good. They are very supportive. You can have a laugh and a joke with them, but they keep professional. [Name of care team leader] is excellent.” Another person said, “I feel very safe here. I get my laundry done and [name of housekeeper] is nice, no issues and I always get clean sheets.” A family member told us, “The staff all know [relative]; they chat and are very polite. Their sense of humour is good to hear, and they are taking an interest in life again.” Another family member said, “The staff are really caring; brilliant in fact.”

Staff provided care with kindness and compassion, demonstrating an understanding of individuals' personal histories, which allowed them to anticipate their needs and respond appropriately. A family member said, “We feel like we hit the jackpot as [relative] is really looked after.”

We observed people and staff interacting together and staff were gentle, patient, warm and responsive. Staff talked with and about people using language which was respectful and dignified. Staff knocked on people’s doors before entering and provided privacy and dignity. A staff member told us, “We close people’s doors and curtains; we ask permission first and tell them what we are doing so they are with us, and we are not just doing to them.”

The provider encouraged staff to develop trusting relationships with people, their families, friends and professionals. A family member said, “While all the staff are good, [relative] has got a very good relationship with two or three regular staff.” A staff member told us, “I enjoy working at Loganberry Lodge and I feel we are more than just a team. We are like a big family. People’s happiness and the good feedback from their families are the motivation for me to work here.”

Partner agencies and professionals told us how they were treated with respect when visiting the service. They confirmed the staff were efficient and organised when planning for people to be seen by them. A professional told us, “During my visits, I have consistently observed that the staff are kind, respectful, and professional. They follow care protocols closely and actively seek advice to ensure the best outcomes for people. Their commitment to providing compassionate care is evident.” Another professional told us, “I have found the staff to be friendly and caring towards people at all times I visit.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s personal, cultural, social and religious needs, including those relating to their sexual and gender identity and communication, were well understood. A person said, “Staff are good. They look after me well, they know me.” A family member said, “They’ve always treated [relative] as an individual.” Another family member said, “They are so lovely with [relative] never condescending.”

There was a diverse staff team who spoke many different languages. This enabled people whose first language was not English to converse with staff, share their history and be themselves. Information in the form of boards and prompts was also provided in different languages to assist staff in providing individualised care and support to people and creating meaningful relationships. A staff member told us, “The home does support people from different religions and cultures and will provide anything people need and want.”

The service had a Forget-Me-Not scheme which involved all staff from every department in meaningful interactions with people who spent most of their time in their rooms to foster connection and prevent loneliness. The registered manager told us, “Since its introduction, people now anticipate the visits, trust and relationships have been established, and it shows people’s improved mood, confidence, and wellbeing.” A family member said, “[Relative] likes to join in with their ‘forget-me-not’ group which is about reminiscence.”

People’s strengths, abilities, personal goals and aspirations were supported, and they were helped to realise their ambitions. A staff member told us, “I took one person to a football game. They used to play professionally when they were young. I found out about their passion for football when I was completing their life history with their family. I offered to take them to a match, and after checking with the manager, everything was arranged so we could go. It was a special moment for him and for me.” Another staff member said, “I recently organised monthly aquafit sessions after learning about people’s love for swimming during life history conversations. By arranging exclusive pool access, we’ve held two sessions now that created unforgettable moments, one person had never been swimming before.” People’s quotes from the session, included, “I am so grateful I got to be a part of this. I haven’t been swimming in over 50 years, and I didn’t think I would again” and “I have had such a great time, I really enjoyed myself.”

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

People were supported to have as much choice and control over their own care as possible. A family member said, “[Relative] took to coming to Loganberry Lodge much better that any of us thought! They have got their sense of humour back and have a group of people they sit with. Their routine now revolves around food, enjoying a coffee with friends and although they never used to be very sociable, [relative] has made themselves at home.” Another family member told us, “I can see that my [relative] is treated as a person. They enjoy having a laugh with people. Everyone seems to know them!”

The registered manager told us, “Opportunities were available for people to take on meaningful roles within the service to help them maintain a sense of purpose and independence. One person volunteered to deliver newspapers to others each morning, and several people help with gardening, laying tables, or assisting at reception. These roles help people feel valued, connected, and involved in the day-to-day running of the service.” Two people and two family members acted as ambassadors to Loganberry Lodge and these roles served to support and promote the service.

People’s social and leisure interests were understood by staff, and we saw these documented in their care plan. Lifestyle coordinators held discussions with people about what they wanted to do and see, which helped plan the activities and events they wanted. A weekly newsletter was produced showcasing the events and activities people and their families had taken part in.

If people wished to, there were a range of activities available to participate in. These included exercise and fitness, board games, arts and crafts, quizzes and gardening. Events were organised which included entertainers, bus trips, horse racing evenings, swimming, and monthly visits by a local children’s nursery. However, the opportunities for engagement and stimulation for people with dementia were more limited as already mentioned in the effective section of this report of which the provider has taken action to address.

People were supported to maintain and develop their relationships with those close to them, their social networks and community. People have free access to their family, friends and community to promote and support their independence, health and wellbeing. A family member told us, “I visit [relative] every single day. I’m always made to feel welcome.”

People were able to lock their bedroom doors when they left their rooms to go into the lounge to prevent other people from entering when they were not there. People were free to wander and go to other units for events and activities. We observed a group of people sitting together in the front foyer chatting. Reception staff were on hand if people needed anything or there were any concerns.

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 during our visit that staff quickly responded to people’s needs, so they didn’t have to wait for support to avoid any preventable discomfort, concern or distress. We saw a staff member helping a person who was getting anxious. They knew them well enough to know how to distract them, giving a response to them which made them calmer and preventing the situation from escalating. A professional told us, “I’ve seen good interaction from staff with people, especially when using careful and sensitive distraction techniques when people are distressed.”

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their what was concerning them. A person told us, “I do get up in my chair but like to stay in bed. I am comfortable and have access to my call bell and drinks. It is very good here. When I do call them, I do not wait too long. Staff are very kind.” A staff member said, “I spend time with people at night, as it can be a difficult time for them. I ask about their day, talk about football or what is important to them like family, and support them if they cannot sleep or feel anxious. We watch a movie or a special programme on TV with them, listening to relaxing tunes, or simply having a chat together over a hot cup of tea.”

Staff members told us they had access to up-to-date information about people’s needs. A staff member said, “There is a lot of detail in the care plans I believe this helps me to respond to people and deliver person centred care. Changes are made to care plans immediately things are identified, such as for someone with a recent diagnosis of diabetes. That is so good because I can be sure I am delivering the most up to date care needed.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider worked to maintain staff wellbeing and recognised the value of a diverse workforce. The required resources and facilities for safe working practices were in place. They had a consistent staff team, some who had been at the service for many years. The registered manager told us they did not use agency staff but covered sickness and annual leave by offering overtime to existing bank staff.

Staff told us they felt supported by the provider in their work. There were career development opportunities if they wished, they were supported with training and supervision, and management were approachable. A staff member said, “My colleagues are very supportive, and we all work well as a team. The management is also very supportive and easy to talk to. They always try to help, whether it is a work problem or something personal.” Another staff member told us, “The rota works well for me, especially with two young children. If I need a certain day off, management are understanding, and we can swap shifts with each other when needed”

We observed staff working as a team with appropriate levels of skill mix which provided a supportive and comfortable environment for them to provide appropriate care. A staff member said, “Being here for so long has helped me build strong relationships with the people we care for, their families, and my colleagues. The home honestly feels like a second home to me.” Another staff member told us, “I have no intention of leaving my job. It’s rewarding, it’s stable, and it’s close to home.”

Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experience. The provider supported staff through their Employee Assistance programme and awarding staff with Employee of the Month, nominated by their colleagues, people and family members.