Britannia 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 under a new provider. 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us they had good relationships with staff who looked after them well. One person said, “The staff are very kind, I feel safe with them when they hoist me.” People told us they had key workers or named nurses that helped with their support. One person said, “My key worker is called [staff member name], they help me with anything I need.”

Staff we spoke with knew people well including their personal history, background and goals. Staff had time to talk with people and build positive relationships. One member of staff said, “When I saw [person name] liked football we were able to talk about the football teams we supported, and I was able to plan when matches were on so that they we could watch them together.”

Staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were person centred to meet people’s individual needs and preferences. The registered manager and staff spent time getting to know people and frequently discussed their likes, dislikes or preferences for care. The activity co-ordinator at the service spent time getting to know what activities people enjoyed and how they could support people’s social and wellbeing needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to make day to day decisions about their care and to have as much control as possible. Staff supported people’s independence and choice and encouraged them to set goals for each day. People planned the activities and social opportunities they wanted to take part in and where in the community they wished to visit. People were supported to maintain relationships with their friends and relatives through visits and trips out with them. One person who enjoyed writing and receiving letters was supported with this activity.

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 knew people well and were able to use their skills to interact promptly with people to prevent discomfort or distress. People told us they were confident to raise any concerns they may have or complaints. One person said, “I would talk to [manager name] or with any of the staff, they would all listen to me.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they received support from the registered manager and other members of the team. Staff felt empowered to do their jobs and provide care and support to people. The registered manager supported staff wellbeing and had a file with useful contacts and advice for staff to use if they wished. Staff had regular supervision where their wellbeing was discussed and any support they may need was identified and provided.