Park Lodge Residential Care 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 service 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 changed to requires improvement.

This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 62 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed kind interaction between people and staff. Relatives told us they thought staff were kind. A person said, “[Staff were] all caring, all do their best.”

Staff told us they respected and upheld people’s dignity. A staff member said, “We try to get to know residents as individuals and understand their likes, dislikes, routines and preferences. We don’t treat everyone in the same way because everyone’s needs are different. We encourage residents to make choices about their daily routine and support them to remain as independent as possible.”

Health and social care professionals were complimentary about the service.A health and social care professional said, “Residents are always looked after and staff are kind and respectful.”

People’s personal, cultural, social and religious needs were recorded in their care plans, and staff supported them to access activities.

People were supported to meet their cultural and religious needs. We observed religious ceremonies, such as Holy Communion, being facilitated at the service.

Staff told us they supported people to practise their religion, including facilitating visits and discussing their religious beliefs and preferences with them.

A staff member said, “If someone needs a minister, priest or spiritual visitor, we help get that arranged straight away.”

The provider promoted people’s independence as much as possible in day-to-day life.

People were supported to maintain relationships and networks that were important to them. Relatives confirmed they could visit their family members or if they phoned, the phone would be taken to the person.

Staff confirmed they supported people to be independent. One staff member said, “We first encourage people to do some things for themselves, give them assurances and support them to do some things for themselves.” Another staff member told us, “We check what they can still do themselves and let them do as much as possible.”

The provider did not demonstrate they were listening to or understanding people’s needs, views and wishes. Staff did not respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

We observed 1 person did not always have access to their call bell to summon staff when they required support. Their daily records did not demonstrate that staff checked on them at regular intervals. The provider had not assessed whether people could easily access and use their call bells or whether alternative arrangements, such as regular checks, were required. This meant there was a risk that people who could not access or use their call bell may not be able to alert staff when they needed support.

There was a lack of effective oversight and monitoring by the provider to ensure people’s needs were responded to in a timely manner. Daily records were not routinely monitored or audited. This meant the provider could not be assured that people’s immediate needs were identified and responded to promptly.

We observed call bells were answered promptly during our inspection. However, the provider’s call bell audits did not monitor how long people waited for staff to attend and provide the support they required. This meant the provider could not be assured that people consistently received support in a timely manner.

The provider promoted and supported staff wellbeing.

Staff received supervision, which included opportunities to discuss their wellbeing and any support they required.

Staff spoke positively about the management of the service and told us they felt supported and able to approach managers when they needed advice or assistance.

One staff member said, “Managers always say we can come to them, but more than that, they show it. They stop and listen, they don’t brush you off, and they never make you feel silly for asking or saying something’s not right.” Another told us, “I know the Registered Manager and feel that I can approach the manager. If I need help, advice or support. I think it is important to have people at work that you can talk to, especially when you are dealing with something difficult. I feel that staff should be listened to and supported, and I appreciate being able to ask for help when I need it.”