Edingley 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,dignityand respect.

This is the first assessment for this service. This key question has been ratedoutstanding.This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We saw staff in all roles treated people with exceptional kindness, engaged with them in a warm and friendly manner and communicated with them in a way that the person liked which resulted in people enjoying a laugh and joke with staff. Everyone we spoke with said staff were kind and respectful and our observations and discussion with staff supported this. One person said, “The staff are always polite. There’s always someone to make you laugh.” Another person told us, “Everyone here, the carers and everyone can’t do enough for you. Always a smile. Nothing is too much. I can’t fault them.”

All staff spoke about people, and to people, with warmth and kindness and they all demonstrated ways in which they cared for people. The head of housekeeping told us about how they show care through their role, “One person loves their own blankets, and we try to make them seasonal, rabbits for Easter, we try to make all the residents feel at home. [Name] has got a stuffed animal cat, they used to have a cat, if [name] is a bit under the weather, we always make sure we put [stuffed animals name] on the bed and it really cheers them up.” Another staff member we talked with spoke with great passion about all people at Edingley Lodge and identified one specific person who had overcome a challenging life changing event. They said to this person, “I want you to know how inspiring you are to me.”

This meant people were treated with warmth and respect, helping them feel valued and safe.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

All staff demonstrated an exceptional thoughtfulness and valued people’s individuality taking into account their backgrounds, hobbies and previous life experiences. We saw numerous celebratory events had been arranged which evidenced staff knew people well and wanted to make them feel special. We saw photographs of a person’s birthday celebrations who had previously been very involved in sport. Staff arranged for the local rugby team to come to the home in their rugby strip and brought a ball to pass around. Another example was of a person who had a lifelong love of motorcycles. Staff arranged for a local motorcycle club to come to the home on their motorcycles and join in with celebrations with the person chatting with them and admiring the bikes. The photographs showed people’s expressions of joy at these highly person-centred events.

People’s individual beliefs, preferences, culture and protected characteristics were at the forefront of staff practice. We saw people’s dietary needs were catered for and the chef was keen to provide any foods people wanted. We saw the home regularly facilitated cultural events as well as religious services including a one-to-one service that a person received as they chose to remain in their personal space.

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

People’s choices were documented clearly and their independence was promoted. A relative told us about their loved one experiencing some issues and we observed staff putting measures in place to support this person to be as independent as possible by offering to support in different ways.

Staff understood the importance of supporting people’s independence and choice. We observed people’s mealtime experience and saw a staff member heard a person express doubt about what they ordered for lunch and offering another choice. The person told us, “If you don’t like what’s on the menu, they will give you something different.”

The provider was exceptional in how they 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.

People and relatives gave numerous examples of how staff had supported people to minimise any concerns or distress. One relative said their loved one had got overwhelmed sitting in a group with others at lunch time and we observed this person was supported to sit at a table on her own and staff regularly came to check on them. Another relative told us how their loved one missed spending time in the company of other males. They said, “In response to this, male members of staff took [relative] out for trips, involving them in their maintenance work. They also made sure the radio was tuned to the football.”

We saw a “You Said, We Did” document displayed which detailed matters raised at resident meetings and the action taken. We observed staff actively listening to people and engaged in conversation.

People were supported to access emergency medical care when needed and we saw documentation that outline follow up actions taken by staff including regular checks after someone had experienced a fall.

This meant people experienced compassionate, person-centred care from staff who knew them well, respected their preferences, and responded promptly to their needs.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

All the staff we spoke with told us they felt supported in their role with one saying, “There’s 100% support.” The registered manager fostered a “one team” culture which encouraged positive relationships and good teamwork. Staff told us the management team were approachable and caring and supported their wellbeing through workplace adjustments, regular support and supervision and feeling able to speak openly with them.

One staff member told us, “Because you are so well treated by management and Barchester you want to do the best job and reflect [management team] and Barchester well. From a supportive angle [registered manager] is fantastic, they [registered manager and deputy manager] want to hear from us [staff] and support us to do our best job and that really shines through.” Another staff member spoke with us about a recent challenging time in their personal life and the support they received. “[Registered manager] did sit with me, had a cup of tea together, they told me you know you’re good at your job and can carry on doing what you do. I have been here lots of years and think [registered manager] is one of the best, they have got a more gentle way about them, more compassionate, with residents and staff.”

Staff felt valued and were encouraged with their professional development. One staff member said, “This current management team really value their staff and empower them. [Deputy manager] came to me and asked why haven’t you applied to be a senior carer and asked if I wanted to do NVQ and has absolutely gave me the confidence to do it.”

The registered manager told us they felt supported by the regional director and the wider organisation and were encouraged to engage in peer support groups with other registered managers. They said, “We do meet up, my colleagues in different services, without them I can’t be me, even if it’s just a chat you just need someone on your level to understand what you are talking about.”

This meant people received care from staff who felt supported, valued, and able to perform their roles effectively.