Lakeside House Residential Care Home

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 newly registered 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were comfortable and at ease with staff. We observed staff speak to people in a kind and patient manner during activities and when greeting them. We did feedback to the provider where a staff member used language thought to be endearing to people such as “good boy” during mealtimes. This language was not age‑appropriate and did not promote dignity or respect. The provider advised they would address this with staff to promote dignity and respect when communicating with people.

A relative told us staff had shown compassion when arranging transport to a funeral for their relative, they said, “I thought that was really kind.”

People’s privacy and dignity was respected by staff when people received personal care support. People who could access the bathroom independently had their privacy maintained as staff waited outside.

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s cultural needs were listened to and respected. The majority of staff called people by their preferred name and this was confirmed in people’s care records. Where staff did not use appropriate language to refer to people this was raised with the provider for them to address.

Staff ensured people were able to enjoy their cultural foods and we observed staff prepare this for people during our site visits. In care records we saw people enjoyed specific music or a particular TV channel and we observed staff adhere to this. This showed people were supported to enjoy things that mattered to them.

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

People were encouraged to do as much for themselves as possible, which helped promote their independence and confidence. We saw people who could feed themselves do this without being rushed and positively encouraged by staff.

Some people required support for all activities and aspects of their daily living but staff tried to ensure there was variety. For example, a member of staff told us they had to choose the clothes for someone as they were unable to do so themselves. The member of staff said, “We choose the clothes for [person], we don’t repeat the same clothes for them to give [person] choice."

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 people were being attended to by staff promptly and staff could explain to us when people were happy or feeling unwell. As previously reported, this knowledge was known by staff but not always documented in people’s care plans and risk assessments. This was fed back to the provider to ensure future documentation captured this information.

Staff were observed engaging with and speaking to people when they wanted to complete an activity. We saw staff act quickly to calm people down using distraction techniques.

A member of staff said, “Most of them [people at the service] don’t have capacity, but we know them very well. If we see a difference, like they are very quiet, we would check their blood pressure and see is everything ok, also check their body."

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

We noted there was no designated staff area for staff breaks and while staff did not express the desire for this, there was a risk staff breaks could be interrupted, which may affect their ability to rest and maintain well being during shifts. A member of staff said, “I go out for my break, there is no space to take a break inside.”

Staff told us they were able to seek support whenever they needed it and appreciated the acting home manager who took time to listen to them which they felt they did not have before. Staff were complimentary of the provider and the knowledge offered to them.