Filsham 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.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their loved ones all told us that staff were kind and caring. Comments included, “Very lovely staff, helpful, and patient,” “Respectful and kind” and “Always welcomed into the home, offered a drink as well.” Similarly, people’s dignity was respected when providing support in communal areas. Staff at first were quiet and slightly subdued, which was due to recent events and having a lot of professional visitors over this time. On the second and third visits, staff were more relaxed and the atmosphere warm and inclusive. We saw staff sitting with people and chatting with them. The atmosphere was friendly and welcoming and people looked happy when interacting with staff.

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.

People were supported to maintain relationships with people who were important to them. Visitors were welcomed and relatives confirmed they were able to visit their loved ones regularly.

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 said, they offered choices of drinks and meals, asked where they would like to spend their time, and informed people of different activities taking place. Care plans reflected people's choices and preferences. Care plans recorded how people’s preferences for care, support and meals/drinks and information of how staff can support people to make informed choices. Staff told us of various aids that they could use to aid communication, for example, using pictorial, or written aids. However we did not see any of these in use during this inspection visit.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. Staff were generally attentive to people however we saw some people in their rooms who were not in a position to reach or use their call bells. Checks were made on people in their rooms, but this group of people were unable to call for help or assistance if needed. Similarly, some people when alone in their rooms could not reach drinks or other items around their rooms that they may want. Care plans for these people did not reflect their current needs as more support was required. This was brought to the attention of the registered manager who took some immediate steps to rectify the position. When in communal areas staff were attentive to people, stopping to speak with them and being there for them when they either asked for or clearly were in need of assistance.

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 supported in their role. One staff member told us how the training had improved to cover all aspects of peoples’ care. All staff we spoke with found the management team to be approachable, listened to what they had to say, and acted where improvements or suggestions were made. Staff told us the management was approachable and there was an open-door policy in the office and staff could access the office at any time to speak to management.