Bishopsgate 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 service involved people andtreated 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 80 (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 kind and very positive interactions between staff and people, including relatives. Comments from people included, “They comfort me if I’m having a bad day. They are the best carers”; “Everyone is brilliant, spot on” and “I’m happy yes, the staff are happy. Some of the girls (staff) go over the top, they are like sisters to me.” A healthcare professional said, “Staff show compassion and care.”

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.

We observed people doing things they wanted to do. This included sitting out in the sun, having a drink they had chosen, including a person who had helped themselves to a frozen drink from the ‘slush’ machine. A person said, “You can do what you want and when you want to. The staff know we are all different and not everyone likes the same things.”

The provider truly promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We received several examples where people’s independence had improved. A relative said, “They (person) are a little bit stronger, (person) is walking about better than they were.”

There was a strong focus on activities to improve people’s mobility and mental stimulation. People were supported to experience a wide range of activities and broaden their horizons. An activity coordinator was in post who was passionate about their role, knew people extremely well and worked to include everyone in pastimes they would be interested in. This included trips out, entertainers, exercise classes and numerous and varied other interests. The service had a ‘pub’ and hairdressers to further enhance people’s living experiences. A relative said, “There are notice boards about with all the things happening; veterans’ day, about the garden as they are growing veg and there’s a bar near the kitchen.”

The provider recognised people found comfort in routine tasks linked to the lives they lived before moving into the service. A person had a great interest in gardening, and this had been continued with a small greenhouse, plants and potting area set up to encourage this further.

The provider truly embraced the ethos of community and delivered services which integrated people into their local communities. This included church services, food and cultural events, school children’s visits to the service and involvement with other local groups. Local residents were also invited to visit the service during these events.

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.

The provider took opportunities to use reminiscence sessions to support people to engage. This was also enhanced by staff reading local and international news stories to people, including those who were registered blind or partially sighted. This ensured people remained connected to the past and engaged with the present.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A person told us, “Staff are happy, they all say they like working here.”

Staff told us they received good support from the management team and were supported with any adjustments they may have required.