Lakeside Care 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 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.

We observed kind and caring interactions while staff were supporting people. Staff spoke with people in a dignified and respectful way. It was clear staff knew people and had formed good relationships. Staff were always observed knocking before entering people’s rooms and ensuring doors were closed when delivering personal care. Care and support were provided in private, behind closed doors.

We received positive feedback from people and their relatives. One person said, “The staff are so caring and respectful, even the management. You can’t fault it.” Another said, “I’ve no concerns about my dignity.”

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's initial and ongoing assessments explored their individual needs, family connections, hobbies, interests and what mattered to them. This information was reflected in people’s care plans. Staff had knowledge of people’s individual abilities which allowed them to provide care in a person-centred way, which we observed during our assessment visit.

We saw evidence and observed where people were treated as individuals. People’s individual hobbies and preferences were supported as much as possible. For example, we observed staff enjoying time with people doing different activities either individually or in small groups to ensure individual needs were met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, some areas of improvement were required to ensure people’s social needs were explored and met.

Most people were positive about their choice of activities and social events. However, we received some less positive feedback from a small number of people about feeling socially isolated with limited choice as to what their options were. One person said, “I can sit in my room all day, I feel isolated up here which I don’t like. They don’t check on me very often.” Another told us, “I’m bored all the time. Now and again, I get taken around the building.” This information was communicated to the provider for action to be taken as needed.

Our observations showed staff knew people well and as individuals. Care plans reflected people’s needs and wishes. Staff supported people in a way that demonstrated their knowledge of the person and met each person’s needs. People were supported to make their own choices and decisions, and staff used their knowledge of people to guide and direct when required.

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.

We observed staff were both visible and supporting people appropriately in a timely way. Staff supported people to access external health and medical care services as and when required. Staff knew people well and appeared to have a clear understanding of what was normal for them. This meant they were able to quickly recognise when someone needed support or when their needs had changed.

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

Staff feedback was positive about the registered manager and the direction of the service. Staff retention was positive, and staff told us they felt supported by the leadership team and worked well together. One staff member said, “l like working here. It is a good team, and the residents are great and I feel they are looked after well here.” Another commented, “If staff have a problem they will go to the seniors or the managers and they are easily approachable and they help you as much as they can.”

There was a system for regular supervision to ensure staff were continually supported and developed in their roles. Staff felt confident to discuss any issues with the service management.