Brook 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 observed staff being attentive to people’s needs. Feedback from people and their relatives/representatives was positive. Comments included, “Definitely treated with dignity and respect, way they approach [person] and talk to [person], when hoisting they cover [person’s’] legs with blanket” and “100% treated with dignity and respect, staff chat to [person], say nice things to them, and have a conversation.”

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.

Care plans and risk assessments were reviewed and the provider used a ‘resident of the day’ system to ensure care plans were reviewed on a monthly basis and when required.

We observed staff supporting people and staff we spoke with told us they felt they knew people well. People’s individual dietary needs and preferences were identified. For example, some people required food that was tailored to specific conditions such as celiacs or diabetes and records reflected this.

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

Care plans identified people’s preferences and choices and how people preferred to have their care needs carried out. People’s care plans identified which aspects of their care they were able to complete themselves and where they required support from staff.

We observed staff promoting independence during our assessment and offering choices with meals and activities. People and their relatives told us that staff promoted independence and encouraged people to do as much for themselves as possible. Relatives confirmed that there were no restrictions on visiting and the home was warm and welcoming.

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.

People and their relatives told us that staff responded to their needs and call bells were answered. One relative told us, “Always people about, all the time, if I have a question or problem I can speak to someone, both [people] need to use call bells and these are always answered.” The provider had call bell audits in place. We observed staff responding to people in a timely manner, not rushing people and providing positive interactions. There were staff available to assist when needed.

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

There were processes in place to support staff wellbeing including supervisions and staff meetings. Staff were positive about the induction process and told us they felt supported during their induction and training.

We mostly received positive feedback regarding support for staff wellbeing. Staff told us they felt valued by the provider. The provider had an employee of the month scheme in place to recognise staff and thank them for their care and hard work.