Joseph 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.

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. We observed staff had positive relationships with people and relatives, treating them with kindness and dignity. One person told us, “I have a lovely key worker, they make sure I have my showers, and my room is always tidy.” A relative said, “Staff are very attentive, they check in on my loved one and make sure everything is okay, that the tray is okay and they have enough to drink.” A visiting health professional told us, “I saw a resident say they were hungry, rather than just give them a biscuit or something that was already made, staff took the time to make a fresh omelette, and I thought that was really nice.” We observed staff took the time to get to know people and form positive relationships with them.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were person centred to meet people’s individual needs and preferences. Relatives and people told us they were fully involved in how their care was planned. One person told us they preferred to have carpet in their room. The manager in consultation with their relative facilitated this safely for them to be able to have and to choose the type and pattern of carpet for their room. Where another person enjoyed access to a streaming service at home the manager facilitated for them to have access to the internet so that they could continue to enjoy this. The manager and staff spent time getting to know people and discussed their likes, dislikes or preferences for care. The activity co-ordinator at the service spent time getting to know what activities people enjoyed and how they could support people’s social and wellbeing needs. We saw where one person had wanted to have access to a pub atmosphere the activity co-ordinator arranged for the garden to be turned into a pub garden for the day so that people could enjoy that experience together.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to make day to day decisions about their care and to have as much control as possible. Staff supported people’s independence and choice and encouraged them to do activities they enjoyed. One person told us staff listen to their preferences for male or female carers when they are being supported. People were able to plan how they wished to spend their time, either independently or whilst joining in social activities with others. People were supported with meaningful activities, one person enjoyed helping to serve others with beverages. Staff and the activity co-ordinator took time to get to know people’s hobbies and how they liked to spend their time and found ways to facilitate these activities continuing for them. Recently people had requested to have more community access and had identified where they would like to visit. A relative told us how staff had done really well giving their loved one the confidence to go out on a trip to the beach.

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. We observed staff were very attentive to people needs responding immediately to their requests. One person told us, “If I have any problems I can talk to the manager or deputy at any time, they are really polite and talk to you in the office.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt well supported by the provider and management team. One member of staff said, “The manager makes time for you and is supportive.” Another member of staff said, “The manager really listens and makes changes based on feedback, other managers in the past have been dismissive.” Staff were supported with supervision, coaching and regular staff meetings to discuss any issues and share ideas on making improvements for the service.

The manager told us they supported staff well-being and there is a staff assistance program where staff can register for discounts at shopping retailers. They also offer meals whilst on duty and have supported staff with travel arrangements to work. The manager told us they supported the diversity of staff, and all staff undertake diversity and inclusion training.