Harrogate 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 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. Staff were warm and welcoming to colleagues from other organisations and were very caring in their approach with people. People and relatives mainly told us that staff were kind and caring. A person told us, “They (the staff) are all kind and pleasant, I can have a bath or a shower when I want one, but I’m not that keen, I look on them as my daughters, I love them.”

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. The service ensured people’s care plans were person-centred and people were involved in planning their care around their preferences. On relative told us, “Staff know people well they even know us as relatives well, it feels like we are all individual people.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed staff throughout our assessment promoting independence and offering a choice. At mealtimes people were offered a choice, show plates were used when required. One person told us, “The other morning, I wanted Shredded Wheat and they sent someone to the shops for some.”

People and relatives mainly told us that staff responded to people’s needs. However, some people and relatives told us that call bells were not always answered in a timely manner and on some occasions, people had to wait for staff support. This was discussed with the registered manager and call bell audits were not routinely monitored. The registered manager told us following this feedback call bell audits and management observations for call bell monitoring would be put into place as part of their governance processes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The service carried out regular team meetings. Supervisions were scheduled to take place. The registered manger completed night visits to support night staff. Staff told us they felt supported and training offered was very good. During our assessment face to face dementia training was taking place for staff.