Marnel 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.

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.

We observed staff responding to people with compassion. Staff knew people well and we observed staff giving people time to process information and respond. People and their relatives consistently told us staff were kind, caring and attentive. One relative told us, “[Staff] are fantastic. They try to give my relative choices where they can; for example, they will ask them if they want tea or coffee. They always speak to them with dignity and respect which includes everybody right down to the cleaners and maintenance team.”

Visitors to the home were welcomed at any time. Private spaces were available both inside and outside the home for people and their visitors to utilise.

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.

People and their relatives told us people had choice and control over every aspect of their lives. People told us they chose what to wear, when to get up and go to bed, and what to eat. We observed staff offering people choice and responding to their wishes throughout the inspection. A relative told us, “They always send a list of the activities, and they do try to go out on trips in the minibus and go to the dementia cafe nearby. We did fill in some information about the activities that my relative is interested in.” A person told us visits from a local church team took place frequently and were well attended.

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

Staff were positive about empowering people to be as independent as possible and celebrated their achievements. We observed the mealtime experience. People chose what and where they wanted to eat. We saw staff showing people both meal choices so they could make an informed choice. Condiments were available on the tables for people to help themselves. We observed 1 person who did not want the food offered. Staff asked them what they wanted and, after a quick call to the kitchen, the person’s preferred food arrived. A relative told us, “My relative can choose what they like to eat although they do need help with feeding sometimes, other times they are able to feed themselves, staff support this.”

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 interactions with people throughout the inspection. It was clear staff and the registered manager knew people well and responded to their immediate needs with kindness and compassion. Throughout these interactions, we observed staff lowering themselves to people’s eye level to aid communication.

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

Staff members told us they felt supported. One staff member told us, “I am very supported in work. Rotas are available every month and if I need help it is easy to get help from the team leader and the registered manager.”

Staff surveys took place, and the registered manager shared the responses and had an action plan in place to drive improvement. The registered manager had an open-door policy, so staff had access to them when they needed it.