Dunster Lodge Residential 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.

The management team led by example to make sure people were treated with kindness and compassion. One person told us, “Staff are always kind and respectful.”

Visiting professionals were welcomed into the home.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans contained information about people’s individual likes and dislikes. This helped to make sure staff had the information they needed to provide individualised care and support. People told us they were able to follow their own routines.

People praised the care they received. One person told us, “I enjoy being here. Whatever you ask for you get."

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

During the inspection visits we saw people were able to choose how they spent their day. For example, we met people who preferred not to socialise and occupied themselves in their room. People said staff respected their wishes.

People had access to arrange of activities for those who wanted to take part. During the inspection visits we saw people knitting, doing puzzles, taking part in group activities and making quiches.

People were able to have visitors at any time, which helped them to stay in touch with friends and family. One person told us, “Absolutely no restrictions on visiting and I still enjoy going out with my family."

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.

People said staff responded quickly if they rang their call bell. This helped to make sure people received the support they required when they needed it. There was a visible staff presence in communal areas, and we saw staff responded promptly when people requested assistance or needed support.

Staff had received online training in first aid. The provider was trying to source more practical first aid training to make sure staff had the skills and confidence needed to respond to accidents and medical emergencies.

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

Staff felt well supported and valued by the manager and provider. Staff said they were happy in their jobs and thought they were well supported. One member of staff said, “They [management] are really flexible.”

A new role of ‘care lead’ had recently been put in place to make sure staff had a named person to support them. They told us their new role was, “To make sure all staff are happy, and they know I am available to support them."