Cleeve 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.

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

Staff fully respected people’s dignity, we observed compassionate and kind care throughout our visit. Staff were kind and reassuring with people, and knew people and their needs well. When a person was experiencing feelings of distress, staff responded promptly and used their skills and knowledge to reassure the person which was effective in providing the person with comfort.

One person told us about a time when they were being supported with personal care, “I’ve one person [staff] assigned to me. I wanted just my back washed but I couldn’t reach, [staff] said I could have a shower, I said no thank you so [staff] washed my back for me.” Another person said, “They [staff] do respect me and others here. They talk kindly, are very aware when I have a bath or a shower, I feel dignified.”

Relatives told us “I think they give very genuine loving and attentive care. We moved [relative] to Cleeve Lodge precisely because of the type of home/service they are, and we couldn’t be happier with the care [person] is getting.

The provider kept records of the compliments they had received which thanked staff for how they had treated people and relatives.

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.

Care plans contained information about how staff should support people, which was very clear, “[Person] wants staff to speak softly and engage in small talk before providing care [person] feels more confident when [persons] caregivers use therapeutic touch and physical reassurance.”

Staff understood the importance of understanding people’s needs and providing care in a person-centred way. One staff member told us, “I assist people to maintain a fulfilled life in the way they choose no matter their condition.”

People were supported to maintain relationships that were important to them and to follow their interests and hobbies. One person told us, “The other day the sun was shining and all I wanted to do was go outside, so a carer took me out and left me in the sun for half an hour it was lovely.”

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

The provider ensured people had a vast number of activities and events to participate in if they wished. These activities prompted people’s independence and wellbeing.

People provided positive feedback on the activities available. We also found for people who did not wish to join in, staff offered one to one activities and wellbeing support listening and chatting to people. The provider supported one person who was reluctant to join in on activities, to find something meaningful for them to be part of. They were supported by the service to obtain two guinea pigs, which they fed and cleaned out daily. This supported them to have purpose and encouraged them to join in on future activities and social interactions.

People were empowered to share their views and opinions on the service and any changes they would like. Residents’ meetings provided valuable feedback to the manager who acted on their suggestions. The service had a keyworker system and resident of the day system, all of these avenues provided people with the opportunity to have choice and control in their lives.

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.

We observed staff to be alert to people’s needs and anticipate the support people may require, for example, on the day of inspection we observed people walking around the home, one of these people was at risk of falls, and was watched throughout the day by staff.

People told us, “They [staff] absolutely listen to me there is no doubt at all. If I want something it arrives. If you have a worry, I can get help straight away” and “They [staff] do ask me what I want or if there is anything I need, and they do listen get it for me.”

Care plans contained evidence regarding optician and hearing appointments. People who had catheters were supported with any complications promptly. Staff spoke to people with familiarity, and it was clear they knew people well and understood what their needs were.

Professionals praised the service on their responsiveness to people’s needs, “The service is reactive to the change of needs of their residents, seeking specialist help when needed. Skilled team and management who understand the changing needs of their residents. The care home feels like a family, with the residents looking comfortable and well cared for.”

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.

Staff told us they enjoyed working at Cleeve Lodge felt able to discuss any concerns with the manager and supported in their roles.

One staff member told us, “The care home management team supports me and my needs very well.” Another told us, “Management treat us very well. I feel respected and valued for my hard work, we are given fair workloads without being overworked.”