Beech Lodge Nursing 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.

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.

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.

People told us the staff treated them with kindness. One person told us, “The staff won’t let me do a thing. They just want to help me all the time. They have all been excellent to me. They couldn’t do any better for me.” In addition, people told us their dignity was protected when they received care. A person commented, “They help me with washing and dressing. I feel fine with the way they do the personal care. They always shut the door and keep me covered up as long as possible.”

Observations showed staff provided kind, compassionate and respectful care to people. Interactions were warm and reassuring, with staff taking time to offer emotional support and respond to people in a calm and patient manner. This helped people to feel comfortable and valued within the service.

Staff engaged positively with people who were distressed, offering reassurance and responding sensitively to their needs. These interactions demonstrated a caring culture where people were treated with dignity, and their emotional wellbeing was supported.

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.

A relative told us how staff treated people as individuals and used information about them to tailor the care. They told us, “The staff are interested in [Name] as a person. They have got notes on the residents just outside the bedroom doors. That helps the carers to have something to talk about to the resident. I think it is a good idea. The care seems to be very personalised.”

Care plans contained personalised information, including people’s preferences and life histories, which supported staff to understand individuals and deliver care in line with their wishes. This helped to ensure that care was tailored and reflective of people’s backgrounds, routines and choices.

Observations and staff interactions demonstrated that people were treated as individuals, with staff showing awareness of people’s needs and responding in a personalised way. This supported people to maintain their identity and contributed to a positive experience of care.

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

People told us their individual choices and preferences were respected. A person said, “I like to eat in my room. They bring my breakfast in about 8am. I will go to the lounge about 6pm. I like to sit and have a chat with my friend. I go to bed about 9pm.”

The provider supported people to maintain their independence, choice and control, with evidence of staff offering options and adapting care to meet individual needs. Care approaches reflected a balance between supporting people’s preferences and managing risks, ensuring that people remained involved in decisions about their care and daily lives.

There was clear evidence of staff working collaboratively with people to achieve this balance. For example, one person with a long-term condition was supported to make choices about their diet in a way that maintained their nutrition while considering clinical guidance. This demonstrated a person-centred approach, where people’s preferences and wellbeing were prioritised alongside their health needs.

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.

Staff were responsive to people’s immediate needs and provided timely support when required. Observations during the inspection showed that staff responded promptly and appropriately, helping to ensure people’s comfort and wellbeing.

Staff offered reassurance and practical support to people who were distressed, including supporting them to move to a quieter area to reduce anxiety and prevent distress to others. This demonstrated a thoughtful and person-centred approach to managing situations sensitively while maintaining a calm environment.

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

The provider demonstrated a positive leadership culture that supported staff wellbeing and retention. Staff described an open-door approach from leaders and spoke positively about strong teamwork, which contributed to a supportive and inclusive working environment. Staff reported feeling valued and well supported in their roles.

There were also initiatives in place to promote staff wellbeing and recognition, including “Wellbeing Thursdays” and employee recognition schemes such as employee of the month. These approaches helped to maintain staff morale and supported a stable workforce.