Eastern 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 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 70 (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 told us staff were patient and kind. People told us they sometimes preferred specific people, as they found them more sympathetic. People told us staff were available to talk to if they needed anything.

Staff demonstrated an understanding of how to maintain people’s dignity. One staff member explained how they are sure to engage in sensitive conversations in a private place, away from other people.

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. Records did not always fully capture people’s preferences.

Care records captured people’s needs, and they outlined how individuals wished to be supported, as well as their capabilities. However, some additional information on their history and preferences was needed to improve the quality of the care records.

Staff understood people’s individual needs and how best to support each person. Staff told us they were familiar with people and described unique information about people they support, which showed they spent time getting to know people. We observed staff treating people as individuals and spending quality time with them when they were distressed.

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

The provider regularly invited external professionals and community groups to enhance people’s wellbeing. This included visits from a chiropodist, arts and craft volunteer, musician, reflexologist and hairdresser.

Some relatives shared positive feedback about the outcomes people experienced and were complimentary of the support offered by the service. Some relatives told us they did not feel the provider was supporting people to be independent and their abilities had deteriorated. However, this was not the experiences of people observed at this assessment or the feedback from those living at 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.

The service had a call bell system in place to enable people to call for assistance when required. We observed staff responding to call bells promptly and in a timely manner during our visit. People we spoke with told us they had no concerns about the time it took for staff to respond when they used the call bell.

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

Staff we spoke with told us they felt supported, one member of staff shared, “The manager is doing really well for staff and the residents. He is very good at fixing all of the issues we may have.” The manager told us staff had access to mental health and wellbeing support and explained they were committed to supporting staff both in and outside of work wherever possible. Staff worked across two services owned by the same provider, and this fostered a sense of teamwork.