Minchenden 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment, the rating has remained 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.

People were supported by staff who were kind and compassionate. Relatives consistently spoke positively about the caring approach of staff. One relative said staff were “so welcoming, so kind,” and felt their family member was supported in a way that helped them feel settled.

Relatives described how staff made efforts to engage with people who had difficulties communicating. One family member explained “staff tried hard to reach [relative] and communicate,” which helped their relative feel included. Others told us their relatives had become more comfortable living at the home over time and now described it as home.

During the site visit, we observed staff interacting with people in a calm and reassuring manner, spending time with them and offering comfort where needed. People appeared relaxed and at ease in the presence of staff.

Staff treated people as individuals and supported them in ways that reflected their preferences and personal histories. Relatives told us staff took time to understand what mattered to people and adjusted care accordingly. One relative commented, “Staff were checking [person’s] likes and dislikes again, in case [person] had changed their mind.”

Relatives also described how people were supported to continue activities that were meaningful to them. For example, one family member said staff allowed their relative to play musical instruments at night when they were unable to sleep, which helped them feel settled. Others spoke positively about the personalised environment, with one explaining they were able to customise their relative’s room to make it feel comfortable and familiar.

During the site visit, we observed staff speaking with people about their past experiences and engaging them in ways that reflected their individual interests and routines.

People were supported to maintain independence, choice and control over their daily lives. Relatives told us staff encouraged people to remain involved in everyday decisions. One relative said, “[Person] chooses what to wear,” while another explained staff would ask whether their family member wanted to take part in activities.

Relatives also described how staff spoke directly with people about their wishes and involved them in decisions about care. One family member said, “They talk to [my relative] rather than me, they wanted [my relative’s] views.” Others told us staff supported people to build confidence following changes in their health.

People were supported to take part in a range of activities and maintain relationships with those important to them. Relatives told us they were able to visit freely and felt welcomed by staff, which helped people stay connected with family and friends.

During the site visit we observed staff engaging people in meaningful interaction in communal areas, including conversation, reassurance and encouragement to take part in activities. At mealtimes, people were offered choices of food and drinks, and meals were presented in a way that supported people to eat and drink comfortably. Staff provided support where needed and monitored people to ensure they were eating and drinking safely. Staff demonstrated awareness of people’s preferences and worked in ways that promoted comfort and wellbeing.
 

Staff were attentive to people’s wellbeing and responded promptly when support was required. Relatives told us staff noticed small changes in people’s condition and acted quickly to provide reassurance or seek further support. One relative explained staff contacted them when their family member appeared unsettled or upset, which helped them feel informed and reassured.

Relatives also described how staff provided additional support during periods of adjustment. One family member said, when their relative first moved into the home and was unsettled, “They had someone sit in [person’s] room all night long,” which helped [person] feel safe. Others told us staff recognised when people needed encouragement or comfort and took time to respond appropriately.

During the site visit, we observed staff remaining present in communal areas and responding promptly when people required assistance or reassurance. Staff interactions were calm and supportive, helping people feel settled.

The provider supported staff to feel confident in their roles and ensured guidance was available when needed.

During the site visit we observed positive teamwork between staff when supporting people and responding to requests for assistance. Staff said they were comfortable approaching senior staff for guidance and worked collaboratively throughout the day.

One member of staff said, “The manager is really approachable and easy to talk to. If I ever have any concerns or suggestions, I feel comfortable going to her because I know she will listen and take me seriously. She’s always willing to make time for a quick chat and is supportive when things come up.”