Rose Lodge & Holland House 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. Staff consistently treated people with kindness and compassion. They spoke to people in a friendly and respectful way and took time to listen. One person said, “Everyone is kind to me. I love them all and they love me. They make me feel happy here.” Staff were observed offering reassurance when someone became distressed and supporting them to feel comfortable. They knew people well and responded promptly to their needs, such as making a hot drink or offering a snack to help settle them. Care was delivered in a way that respected people’s dignity and privacy. Staff knocked on doors before entering and ensured curtains and doors were closed during personal care. One person told us, “They always cover you up with towels and talk to you nicely. They shut the door and curtains and they also knock on the door before they come in. I feel perfectly at ease with the staff when they help you with really personal things."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices about their daily lives and maintain as much independence as possible. Staff encouraged people to do things for themselves where they could and respected their decisions. One person said, “I please myself when I get up and go to bed. People don’t tell me what to do.” Another person told us, “If I want to sit quietly in my room I can. They don’t make you join in with things if you don’t want to.” This showed that people were not pressured into activities and were able to live life in a way that suited them. The registered manager told us how they worked with other agencies to support people’s independence and to regain independence after a period of illness.

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 responded promptly and appropriately to people’s needs. Observations showed that when someone became distressed, staff offered reassurance and practical support. For example, a member of staff sat with a person who was upset and then took them to make a hot drink, which helped them settle. Another person was offered biscuits when they appeared unsettled, and this calmed them down. These actions demonstrated that staff understood people’s individual preferences and used them to provide comfort. People told us that staff were available when needed and responded quickly to requests. One person said, “If I call out for help they come to me very quickly.” Another person told us, “If I am in my room and I need anything I can just ring my bell and someone will come. They always come really quickly.” Staff were observed answering call bells promptly and checking on people regularly. This showed that the service was responsive and ensured people’s needs were met without unnecessary delay.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.