Lavender House 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 70 (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.

People told us they were not rushed and were treated well. One relative said, “Staff absolutely know [person] well.” Another relative told us, “Staff are absolutely like angels sent from heaven, they are so nice and supportive I could not ask for anyone better, every single one of them is lovely.” People’s privacy was respected, one staff member told us, “I always take them (people) to a bathroom or commode in their own room and wait outside the door.”

We observed positive interactions between staff and people, with people being treated with respect throughout our visit.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

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 attended to their needs quickly. Staff gave examples how they had responded to people’s needs. A staff member told us, “We take our time, we get to know the residents, we do observations on them so we can spot any changes in them (people).”

A new call bell system had recently been installed to enable the provider to oversee staff response times, however, the audit system could not be accessed. The registered manager was looking into this at the time of the assessment.

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.