Rook 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 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 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 reported they delivered care and support that promoted people's dignity, privacy, respect, and confidentiality. Staff members reported, ‘‘I respect people’s privacy, knock before entering, close doors and curtains, and maintain their dignity at all times.’’ Another member of staff said, ‘‘By treating everyone with respect, keeping personal information confidential, knocking before entering the flats, closing doors and curtains during personal care.’’

People confirmed they were treated with respect and that their privacy and dignity were maintained. People told us, ‘‘Absolutely fabulous, the staff team.’’ And ‘‘They are good and very helpful.’’
 

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.

Care plans included detailed information on each person’s preferred name, leisure activities, social needs, and religious beliefs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

People confirmed staff understood their individual preferences, including their likes, dislikes, and preferences regarding who provided their care and support. One person told us, "They know my likes and dislikes. I like watching TV, DVDs, listening to music, and reading sometimes."
 

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

Staff told us they encouraged people to maintain their independence and involved them in decisions about their care and support by offering meaningful choices. For example, a staff member reported, ‘‘By encouraging them to do as much as they can by themselves.’’

People confirmed they were supported to maintain their independence and were given choice and control over their care and support. People told us, "They let me do things by myself, like cooking and shopping. I go for walks by myself too." And " I get up in the morning, make my bed, prepare my own breakfast, lunch, and dinner, and I can wash my own clothes."
 

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 communicated with people and engaged them in discussions about their immediate needs.

The provider responded promptly to people's changing health needs and sought appropriate professional support when required. Staff reported, ‘‘Yes, we work with GP’S, nurses and other healthcare professionals when needed.’’ And "Yes, we do. We contact the GP for medicine reviews and blood tests. We also support people to attend hospital and other healthcare appointments."

People confirmed that staff carried out health checks and promptly raised any concerns with relatives or relevant healthcare professionals. People told us, "I speak to the staff, and they will call the relevant people if I need help.’’ And ‘‘They take me to the GP.’’

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

Staff told us they felt valued and were treated in a way that supported their wellbeing. They reported being regularly involved and having opportunities to provide feedback and raise concerns. This included structured opportunities such as regular staff meetings, as well as informal day to day discussions. Staff members told us, ‘‘Yes, the manager is supportive, for example doing paperwork and you are stuck, they will show you how to do it.’’ And ‘‘They are very supportive and easy to reach if there are any concerns.’’