Archived: Northview Lodge Nursing 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 the last inspection we rated this key question outstanding. At this inspection the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. 

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People consistently told us staff were, “Lovely, kind, caring and helpful,” and we observed warm, patient and unhurried interactions throughout the home. Relatives described staff as being empathetic and sensitive. People appeared settled and at ease, and staff responded with empathy when people were distressed or needed reassurance. This consistent culture of compassion contributed to the calm, positive atmosphere throughout the home. People felt valued and respected as individuals, and staff were attentive to maintaining people’s privacy and personal preferences.

Staff were exceptional at treating people as individuals and tailoring care to their unique needs, preferences and aspirations. Staff had an in‑depth understanding of people’s personalities, preferences and routines, and relatives consistently told us staff knew their family members, ‘very well’. People experienced care that recognised and upheld their individuality. The culture within the service was based on celebrating difference and this meant everyone was treated as a unique and valued member of the home. One person told us how staff really understood them and knew how to react if they became upset, which they found had reduced the number of times they became angry.

Staff encouraged people to take part in activities, routines and community involvement to support their physical and mental wellbeing. Professionals praised the service for meaningful engagement, with one practitioner noting, “On two out of four visits there was an activity on — bingo and a live singer — and staff encouraged people to get involved.” A staff member said, “The one thing I love about the home and makes the home stand out from other homes are we take our residents on holiday in England and Abroad. I'm involved in this and its hard work, however, once you see how the residents come out of their shells and start enjoying themselves,that's job satisfaction.”

The activity coordinator was widely praised, with residents and staff describing them as “extremely creative” and offering engaging and meaningful activities every day. Staff also supported people to maintain independence, skills and healthy lifestyles. For example, therapy animals were arranged for individuals who benefited from them, and residents were supported to attend external groups such as cooking, gardening and singing. People, relatives, staff and professionals emphasised the service’s balance between independence and risk. Staff described helping people set up routines, manage risks safely, and maintain emotional wellbeing, stating they aimed to provide “purpose and enjoyment.” For example, on a 1 to 1 basis people had been supported to develop their cooking skills and now made meals they specifically would enjoy. People were extremely proud of these skills and felt empowered to create their own menus and make food when they wanted. People told us the service had significantly improved their lives because staff really valued them and always explored how they could achieve their goals.

Staff promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to do tasks for themselves where possible, with staff offering assistance only when needed. Records showed staff sought consent appropriately and worked within the Mental Capacity Act, including completing decision‑specific assessments and considering the least restrictive options. Staff encouraged people to be as independent as possible, and professionals repeatedly described the home as proactive, person‑centred and respectful of people’s autonomy. They noted staff implemented professional advice promptly and worked in ways which supported people’s safety with minimal restriction. Relatives found staff always kept them up to date and ensured people received timely professional input.

Staff always responded to people’s immediate needs in a timely and compassionate manner. People told us they felt confident staff would act quickly if they needed support. Relatives described timely responses to emerging health concerns, including occasions when staff acted “immediately” and contacted professionals without delay. Professionals corroborated this, explaining staff made appropriate referrals, provided accurate information and followed clinical advice to ensure people received the right support at the right time. Staff were knowledgeable about individuals’ needs and adapted care when circumstances changed. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff were responsive to individual’s needs and people confirmed this was the case. Staff were knowledgeable about each person and could describe their needs.

Staff described feeling listened to, valued and involved in shaping improvements, and leaders promoted learning through creative and varied approaches. They described feeling well supported by approachable managers who provided regular supervision and valued their contributions. A staff member said, “I personally have found my management team I have both went above and beyond for me. You will have been able to tell when you walked in the feel of the place and the atmosphere is very natural, not forced and family like. I have worked mental health and challenging behaviour for nearly 16 years and can honestly say I never saw the levels of kindness displayed until I came here.”