Cedar 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 80 (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 took time to get to know them, and who understood people’s care and support needs, wishes and choices. This helped to make sure that people receive compassionate care. Staff gave examples showing how they had spoken with people’s relatives, so they could be sure they understood what mattered to people. One staff member told us, “I get on really well with the relatives, they trust us, because it is a family, here.”

Staff told us they valued the bonds people had built with them. One staff member explained some people came to live at the home for a short period of time before return home to live more independently. A staff member told us about the strength of relationships between one person and the whole staff team and said, “Staff cried when [person’s name] went home.” Staff gave examples showing how they made people feel valued from the point of entry to the home and during their subsequent care. One staff member said, “You make them feel comfortable and offer them a drink, you find out their preferences and needs.” Staff rechecked what people wanted and what mattered to them throughout their care journey, demonstrating respect and consideration of the people they cared for. Staff knew people’s former occupations and their family histories and took time to reference these in conversations with people, so they were reconnected with their past.

Staff were mindful of people’s dignity needs and explained how they ensured people were covered as much as possible during personal care. A staff member told us how they consistently ensured people and their visitors’ privacy, by checking if they were in agreement for them to enter people’s rooms. The staff member said, “You always knock [people’s] doors, even if they have passed away.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and relatives said staff knew people really well. One relative said, “They (staff) really provide spiritual care as well, the chaplain comes in and has holy communion with [Relative], they really are respectful of her individual needs.” Every person and relative we spoke with complimented the whole team at Cedar Lodge for how staff treated them. One person said staff knew them very well. They said, “The staff are caring and good at their jobs. Most of them have been here for a while and we have got to know them. You have only got to ask, and they will do it for you. Some of the staff know you a lot. They keep an eye on you and if they see me without a walker, they ask me where it is and what I am doing walking without one.”evident the caring culture that was led by the registered manager, made sure people were seen as individuals and treated in a way that matched their needs, preferences and personalities. The registered manager shared an example with us. They told us they admitted one person who had been declined by all other local homes due to their specific, individual health and infection prevention needs. The person’s wishes were not to remain in hospital, and they expressed a clear preference to spend their final days in a calm, homely setting that could meet their needs. They chose Cedar Lodge. The registered manager liaised with infection control teams, and increased infection control measures to support this person, whilst keeping others safe. As a result, Cedar Lodge was able to safely accept the person and provide compassionate care during their final days. The family’s feedback on carehome.co.uk, showed Cedar Lodge received five-star ratings across all areas.

Care planning reinforced people’s unique strengths and needs, which involved them to inform how they received their care in a way that suited them. People’s care information reflected the person, their expectations and how they wanted to be treated, either with limited help, encouragement or full assistance. Family members and advocates were seen as a vital support to support staff to provide the best outcomes. Reviews were completed, but there was also support from the provider’s music therapist who worked closely with staff and management. Conversations with staff, people and relatives sought music therapy as a way to engage people to reduce their anxiety. The music therapist told us, “Music regulates emotions, so we can support people whatever they want in that moment.” The music therapist said they updated people’s profiles and they completed people’s biographies, so staff had up to date information to best understand the person. The music therapist shared 1 example with us, in how music helped 1 person. They said, “[Person] was highly anxious, walked a lot and at risk of falls. Now, they play an instrument and their procedural memory has built a connection between us and really supported their anxiety.” The music therapist and staff all recognised they treated people at that precise moment. The registered manager said, “We recognise the person not the health condition.” Some relatives told us staff knew their family member really well, even when health conditions changed, staff continued to provide care in an individual way.

We saw 2 care staff supported a person to transfer via hoist from wheelchair to armchair. Before transfer, 1 staff member knelt so they were at eye level with the person. The staff member spoke to the person calmly while they connected the hoist to the sling. The staff members movements were slow, and their body language was open, with a gentle tone of voice. The staff member explained what was happening throughout the transfer, recognising the person’s anxiety. The person appeared settled and did not seem distressed.

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

Staff understood people’s right to independence and gave us examples showing how they promoted this when providing personal care, by involving people to do as much as they could comfortably do. Staff also understood the link between appropriate equipment and independence and gave us examples of how this was put into practice. For example, by ensuring people had adapted cups, so they could drink independently. One staff member said, “I love to look after the [people] and to promote their independence, you promote as much as you can.” People’s individual needs and preferences were understood by staff and reflected in their care, treatment and support. For example, where people had a preference for the gender of staff to provide initiate care this was respected.

Staff knew about people’s preferences and used this information to provide care to people in the ways and at the times they wished. This helped to ensure people supported to remain in control of their day to day lives, care and treatment. One staff member told us one person usually liked to have a shower, but staff did not assume this was always the case. The staff member said the person had recently chosen to have a bath instead. The staff member said, “[Person] was so thankful, she was delighted with her bath.”

A range of interesting things for people to do were made available at the home. This included music therapy, pamper sessions at the hairdressers, bible study, reminiscence sessions, baking days, gardening and occasional trips to garden centres. Some people liked to spend time reading the newspaper with staff, who chatted to people about the news, how the person’s was and what interested them. People were supported to attend multifaith services, as they wished.

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.

People said staff were attentive, responded quickly if they used their call bell and there were enough staff to help them. If people needed urgent health appointments, these were arranged. One person said, “The GP comes in every Monday anyway, and she knows all the residents really well.”

Some people said they were supported to purse their activities and interests, whether planned or impromptu. During our visit, we saw people were confused or disorientated. On 2 occasions, a staff member spoke to them and helped guide them to where they wanted to be. Another person started to appear restless; they got up and went to one of the tables. The activities coordinator joined them, and they talked together about the persons favourite music, and they both played some songs. The person enjoyed this, and they were singing together. We also saw a care staff member entered the room and sat down with the people who were seated, speaking to them all. The staff member held the hand of 1 person when speaking with them. During this period, it showed staff had time to spend with people and we could see people felt comfortable and ‘at home’.

However, some people felt activities could be improved. One person said, “They don’t have as many activities as they used to. There has been a lapse, and they could do with more activities.” The activities programme included individual and group sessions. The home had a minibus but relatives said its use lately was minimal. We recommended the registered manager looked to ensure people had access to trips should they wish to go out. Staff used their knowledge of people’s location within the home and adapted where and how they provided care to meet people’s needs.

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

Staff were supported to provide good care to people as their own well-being needs were met. Staff told us senior staff supported them at key stages of their employment and worked with them to ensure they had a good work life balance, particularly in the event of unexpected emergencies. One staff member said, “They're pretty good and will always sort things out for you.” Another staff member described how they had been supported by all colleagues when they faced a challenge with their own health. The staff member said they had been supported well. The staff member said, “They are good if you want to change shifts.” A staff member said, “There’s support and flexibility here, a regular shift pattern and no pressure to take extra shifts.”