White Rose 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.

People were supported by staff who were attentive and considerate, and who respected their dignity and personal space. Staff spoke warmly and used reassuring language when supporting people, including during moving and handling, and when responding to distress. We observed staff offering comfort in a respectful way, for example, “There you go sweet pea.”

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 always treated people as individuals and considered what mattered to them. Care records included highly personalised detail about people’s preferences and how staff should communicate and respond. This included, for example, guidance for staff to observe facial expressions and body language and the use of comforting items during people’s distress. Records described how staff should acknowledge feelings and reassure people during these moments. For example, guiding staff to use phrases such as, “I can see you’re scared. You’re not alone. I’m here with you.”

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

Staff supported people to have choice and control and encouraged independence where possible and respected their decisions. People were offered choices at mealtimes, including options about meals and how they wished support to be provided. Records described how staff should support people to complete parts of their personal care independently, where they were able to do so. For example, ‘[Name] likes to sit on their commode, being left at their bathroom sink so they can independently wash their top half, style their hair and apply their makeup’.

The provider offered a wide range of group activities, for example, Faith Friday and a sing-along as well as more individual based activities tailored to people’s needs and abilities.

During observation, people responded positively to group activity. For example, during the sing-along, one person was smiling and tapping her foot, then got up dancing with staff and gave staff member a big hug at the end.

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 were observed responding promptly to some people’s immediate needs, including emergencies, requests for support with mobility and toileting, and changes in health. Staff escalated concerns to seniors, managers and external health professionals where required. People received timely reassurance and support during falls, episodes of distress and clinical interventions, and professionals described staff as responsive and accessible. However, during our inspection visit there were occasions where people waited for assistance, including delayed responses to call bells and limited engagement with people who were seated or appeared withdrawn. This meant staff did not always consistently recognise or respond quickly to people’s immediate needs, particularly during busy periods.

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

The provider supported staff wellbeing and enabled staff through an open and supportive management approach. Staff described feeling listened to and supported, including good access to managers and flexibility when needed. One staff member told us, “I like it here, we feel supported with each other, we’re not just work colleagues. [The registered manager] will help with anything where she can. The doors are open.”