Heath 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,dignityand respect.

At the last inspection we rated this key question as good. At thisinspectionthis key question hasremainedgood. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 theirprivacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives told us staff wereverykindand caring.A person said, “They (staff) are very good, really kind and caring.”A relative said, “The staff seem very caring and look after them well. If visiting, I am always made welcome.”Another relative said, “We havea VERY goodrelationship with[name]the manager and[name]one of the nurses in charge. They feel like members of our family.”

Staff were patient, kind and friendly when interacting with people. Weobservedstaff to be attentive, have good relationships with people with laughter and banter but also a more of a quieter approach for those who needed that. Staff were respectful whenassistingpeople and spoke discreetly.For example, weobserveda staff membernoted a person’s clothes were exposing them sodiscreetly adjusted theperson’s clothingchattingquietly with themand engaging in conversation.

Staff knew how to promote people’s dignity. A staff member told us, “Staff should ensure each resident is attended by staff according to their preferences (male or female staff).Staff should ensure residents are looking clean,well-caredfor, clean and tidy clothes, clean and brushed hair, nails short and clean; after each meal staff ensures residents mouth and hands are clean, clothesprotector removed; also privacy should be ensured during personal care, toileting needs assistance, etc by closing bedroom or toilet doors, closing curtains, using screen protectors, covering their private areas with towels, etc.”

There were management walk rounds and checks in place to helpmonitorpeople were supported with dignity and kindness.

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 and their relatives told us they felt they were treated as an individual, in a way they liked. A relative said, “[Person] can bea very difficultperson attimes,and we congratulate all the staff on theirhigh levelsof patience with them as we knowthey’rehard to deal with at times.They know [person’s] needs very welland alsoknow when to 'leave them be' so to speak.”

Staff were able to tell us about people’s individual needs and preferences.A staff member said, “Everyone is treated fairly and equally regardless of background, culture, religion, disability,genderor sexuality. Care is person-centred and respectful. I would recommend this service to others and would be happy for a relative to stay here.”

Staff were seen, and heard, offering support as people needed.

Care plans were detailed and gave clear information about people’s needs,preferencesand lifestyles. These were updated with changes and reflected people’s involvement.

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

People and relatives were positive about how they were supported in relation to independence and choice.A relative told us, “We arefrequentlysent an email asking if we are happy with the care plan or want to change anything. [Person]is able tohave their say if they want to.”

Staff felt people were supported tomaintainindependence,choiceand control. They also felt there were sufficient opportunities to promote their wellbeing.

Weobservedpeople being asked if they were ready for care or support, or if they wanted to go into the dining room for lunch or stay in the lounge. This was done in a respectful and patient way.

We saw people had their own routines and preferences and staff followed their wishes.

People’s input and involvement was encouraged in the running of the home. There was a resident ambassador appointed who spoke on behalf of people in meetings and took part in the recruitment process. This was in place to help people be involved in decisions and choices to be made about the home.

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,concernor distress.

People said their needs were metwhen needed.A person said, “Staff are lovely, helpful, they come quick.”Relatives were positive about staff approach and how attentive they were to meet people’s needs.A relative said, “[Person has]quite high needs and these are always considered in approaches.”

The management team had systems in place which enabled them to have oversight of all records of care provided to ensure each person received the care theyneeded, whenthey needed it.

We saw staff responding to people when it was needed. The management team carried out checks to ensure people’s needs were met appropriately.The provider’s quality team also attended the home to carry out their own checks.

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

Staff said they felt very supported by the management team.A staff member said, “Manager and members of the management team aresupportiveand we can easily speak up with them if we have any concerns and need any support.”

Staff received regular supervisionand training. Updates and information were displayed on the staff notice board.

There wassupport available for staff to promotetheir wellbeing and other areas of their lives this may be needed, such as financial support.Staff were encouraged to speak with the management team or HR if they neededadditionalsupport.