Hazel Lodge 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 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 saw staff treating people in a dignified and sensitive way. It was clear they knew people well and showed genuine kindness and compassion.

One person told us, "Overall, the staff are very kind and very nice."

Relatives told us, " Staff are always kind, always say hello."

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. We observed people moving around the home and going outside to enjoy the garden. People chose which activities they wanted to join in with.

One relative told us, "It is amazing, like a five-star hotel. I can pop in regularly as I only live five minutes away. It is more homely here than all the others we saw. Having been here and been to the others. Staff are very good and they know my name. It ticks along nicely. Amazing place. No reason for concern or cause for complaint, I can’t fault them.’

One community professional told us, "Residents are always well dressed and appear well cared for. The staff I have interactions with know the residents well, including their background and care history."

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 offered choices at lunch and chose where they wanted sit and had the option to eat lunch in the garden area when the weather was nice. People had jobs in the garden and attended gardening club. There was adapted equipment at lunch time, so everyone was able to maintain their independence at mealtimes.

We asked people if they were supported to be independent, one person told us, "Yes, fully encouraged."

One relative told us, "They are flexible with food, in the morning, you can have toast and marmalade, can have this at any hour of the day though, or a cheese sandwich. Whatever they fancy really."

One person told us, "I have brought some of my own things from home, I have quite a nice wardrobe."

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 saw staff attending to people’s needs in a timely manner and call bells were answered promptly. People and relatives told us that staff were always on hand and visible.

One person told us, "I fell in the bathroom, the carers were here straight away when I pressed the buzzer." One relative told us, "The staff always put us first."

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The registered manager told us how they had debriefs with staff following traumatic events. The management team carried out regular supervisions and staff had appraisals. Staff told us they enjoyed working at the home. One member of staff said, "Managers know all the staff well and take the time to get to know them and their individual needs."