Collington Park 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 registered manager 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 were mindful of people’s dignity and privacy when assisting them and we saw a carer come and speak to a person quickly, and subtly, in a low voice establishing that they needed the bathroom and then assist them straight away. This was a nice example of trying to protect someone’s dignity by speaking softly and not drawing attention to the individual.

A professional told us, “Residents are treated with kindness and dignity in their home” and “Staff are kind and compassionate to residents, listening to requests, anticipating needs”

People told us they were treated with kindness, and we could see and hear staff chatting with people in a relaxed, respectful manner. A family member told us, “They’re marvellous, can’t do enough for you, all of them I can’t fault them." Thankyou cards that had been organised into a folder in the entrance lobby by the care manager, showing feedback from families and the appreciation they had of the care their loved ones had received whilst living at the home.

We observed a minor health procedure being carried out in a communal area, in full view of other residents and discussed this with the registered manager, regarding people’s privacy and dignity. They said that that this would be addressed immediately. On our second visit we saw that a mobile screen had been purchased to help shield residents if they needed attention in a communal space. This showed the registered manager was quick to respond, resolving the matter promptly.

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.

Practices within the home were person-led and not regimented, for example people could choose when they wished to get up, and if they wanted to have meals in their room or in the dining room. People were supported to be able to identify as they wished, and different faiths and beliefs were supported, with a Baptist service being arranged by management for fortnightly pastoral support. Some people were supported to attend a local church at the weekends. The registered manager explained that they welcomed and embraced different spiritual beliefs within the home community, and gave an example where they had supported a Buddhist resident who was no longer with them, but they had actively sourced spiritual support for them and this person had sat with them in order to complete various rituals and chants that were important to their resident. A professional told us, “Every resident is treated as an individual.”

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

Autonomy was encouraged within the home and staff promoted choice and control for people day and night. We observed people moving freely throughout the home, visiting each other’s rooms and making choices in their own time about what they wanted to do and where they wished to be. People told us, “I am a bit tired, but I am going to see my friend in her room and then go to my room for a rest.” And when talking about getting some new batteries, “I went down to do it, nice and independent like that I am.”

People’s wishes were respected and accommodated, for example where there had been recommendations for certain clothing to support care needs, people’s preferences had been listened to, and it had been accepted by staff that this would not be happening due to their personal choice. People liked the fact they could have choices in their daily routine and a person told us, “There are no restrictions on what you do, it’s good.”

People could choose where they wished to eat, one person told us, “I am able to take it where I like, I chose to come to the dining room today, I like it here.” Each floor had a dining area where residents who stayed on that floor were served their meals; one person was supported to eat on a different floor to their room as they preferred that.With menu choices and meal plans people told us, “I have just had fish and chips, we book it the night before.” and “we do get a choice of 3 meals each time...” The home provided a 4 weekly menu plan which was reviewed at regular intervals.

People were supported to help themselves to hot or cold drinks from a bistro area in the ground floor entrance lobby and could enjoy a daily selection of small cakes and different fruits. The morning papers were delivered here and were collected by people once they were awake, and we saw a small friendship group sat in the lobby, completing the crossword in the someone’s paper, discussing answers and chatting amongst themselves.A digital screen showing who was present in the home, including staff, was on display in the lobby, with people’s photos that regularly changed view; one person had requested not have their picture shown as they felt uncomfortable with that, so the home had replaced the photo with a gem picture which was preferred, but was still inclusive relating to “Crystal Care” the home’s provider name. There was a variety of different seating areas that people accessed, each with a different décor and ambience to spend time in, and there was this choice of area on each floor of the home. For example, the top floor “sky bar,” where people could help themselves to soft drinks and sit at tables to interact and socialise. Alcohol was available but the amount served was monitored by staff to help regulate those who may have a lack of capacity or any past dependency. People used a quieter room adjacent to this bar area as a place for private calls and quiet time.

We observed people in the garden room on the ground floor who told us it was their favourite, and that they sat there and enjoyed the fresh air, looking out at the garden plants and flowers. Everyone was provided with an activity timetable so they could plan what they wanted to take part in when they wished to participate.

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 staff rota confirmed there was enough staff on shift to meet people’s needs and be able to respond to requests in a timely manner. We saw staff answering call bells and could hear that they were not ringing for long before staff reached people and were assisting them. We observed a conversation between a person and the care manager where it was obvious the person was worrying about certain things and becoming a little upset; the care manager handled things well, reminding them of visitors due to come and see them, and distracted the conversation to other things and an activity book. The person settled and had some tea and cake. People’s emotions were calmly managed and worked through to a positive resolution.

Feedback from people was positive with one person telling us, “Staff are very attentive, will come whenever we call for them.” We saw staff assisting people to the toilet when they needed support and observed staff giving drinks and snacks when they requested them.

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

The provider valued their staff and understood how essential they were to the general success of the service. They organised a staff “gem of the month” recognition scheme, which was voted for by the care team, not including managers, and enabled staff to feel seen for the work that they did, with the winner being gifted a card and chocolates as appreciation. Staff feedback was positive about how they were treated by both the registered manager and provider, and staff told us they found everyone approachable. Staff told us, “This place is different, it is nice.” The registered manager had organised a pizza night as a show of support and acknowledging staff contribution to the home. Working conditions were good with plenty of facilities provided for staff to take breaks, relax and freshen up. A well-equipped staff room was easily accessible, with a staff shower and changing room always available. We saw that information about mental health support was displayed on the notice board in the staff area, as well as whistleblowing guidance if staff had any concerns they wished to report. The staff rota evidenced different shifts were available for staff so flexible working could be supported and the registered manager was sympathetic to any sudden need for time off. Training and development were encouraged, and staff confirmed they were given the opportunity to learn new skills and progress internally to more responsible roles. A person told us, “We look to improve ourselves and our knowledge, most places don’t encourage that.”