Compassionate 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.

This is the first assessment for this service. This key question has been rated 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.

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.

We observed staff treating people with kindness through their conversations and actions. A relative described staff as, “kind and respectful.”

Staff described the steps they took to respect people's dignity and privacy, such as knocking on bedroom doors and waiting for a response before entering. We observed staff consistently following this practice during our visit.

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.

People’s care documentation was individualised and person-centred, reflecting all their needs in a holistic way. People’s aspirations and preferences were included, and staff tried to support them to achieve these.

A staff member told us, “We follow each person’s individual care plan, listen to their preferences, respect their beliefs and culture, and support them in practicing their religion or attending activities they enjoy.”
 

A professional we contacted told us, “I feel they are very much a person-centred care provider, that meet the needs of vulnerable people both safely and successfully.”

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 make their own choices and maintain their independence, with staff available to provide help when needed. Staff encouraged people to take part in activities each day, although people were free to choose whether they wanted to join in.

People spent their time in ways that suited them. Some people preferred to stay in their rooms, while others moved around the home and made use of the outdoor areas. Some people enjoyed going out for meals at their local pub, or walking in the community and staff supported them to do this. One person told us, “I see [relatives] and go to the shops with the staff.”

We observed staff supporting people to access the community and participate in activities during each of our visits to the service.

People were involved in decisions about activities and future plans, including discussions about going on holiday together. We reviewed records of resident meetings which demonstrated people were encouraged to share their views, preferences and ideas about the service.

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 and provided support in a timely way. We observed staff being readily available and responding to requests for assistance as they arose.

People had detailed care plans which outlined how staff should support them when distressed. Episodes of distressed behaviour were recorded, reviewed and escalated to management and relevant professionals when required. Records showed staff sought input from healthcare professionals when concerns arose regarding one person's distressed behaviours, resulting in changes to their prescribed medicines.

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

The provider promoted a caring and supportive culture which was reflected through the care and support people received from the staff.

Staff told us they felt valued and supported by management. One staff member told us, “Managers are approachable, listen to staff, provide support, and recognise the work we do."