Wellesley 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed staff speaking to people and about people with kindness and respect. Staff knew the people they supported and adjusted their approach depending on people’s individual needs and preferences. A person told us, “Staff are always available to talk to… there’s a great bunch of staff who will do anything for you.” Another person said, “I’ve lived here a few months and all my interactions with staff have been positive so far. Staff are friendly and very responsive.”

Staff respected people’s privacy and dignity and did not enter people’s rooms without their permission. One person told us, “I tend to keep my door open during the daytime, however staff will ask my permission to enter and if convenient to speak, giving me the choice to decide.”

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. Staff knew people well and what caused people distress and how they were comforted. We saw one person was using doll therapy to support with some of their anxieties. Staff were respectful of this process. They spoke to the person respectfully about their doll and supported them to maintain their doll’s routine. Another person liked to walk with purpose and staff respected this person’s need to do this. They gave them the space and freedom to walk around the ground floor of the building. Staff supported people to maintain relationships with those that were important to them and there were no restrictions on visiting.

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

Staff involved people in their care. They respected people’s decisions and were respectful when people declined support. They revisited the offer later to ensure people’s needs were met whilst being respectful of their decisions and ensuring they had people’s consent.

Staff supported people to be as independent as possible. A staff member told us, “Where we are assured people can do things for themselves. Then we just motivate them. We allow people to do as much for themselves.” People were involved in small daily activities at the service, such as folding the laundry, which gave people a sense of purpose and involvement in the home.

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 understood the people they were supporting. There had been some incidents where people’s behaviour was unpredictable, and it had required staff intervention. Staff were aware of who needed this additional support and were quick to intervene and ensure the safety of those involved. Staff also spent time with people providing comfort and reassurance when required. A person said, “Staff are very caring, and they support me whenever I need.”

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 enjoyed working at the service and felt well supported in their roles. Staff rotas were prepared well in advance so staff could plan their work-life balance. Systems were in place for staff to request certain days off and to accommodate annual leave.