Napier Lodge Limited

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A staff member told us, “We all work together, managers, staff, friends and family. We know these people well.”

People and relatives told us staff treated them with well. A relative said, “When [Person] first came here, I would be ringing them up constantly, and they were so kind and reassuring, they helped me as much as [Person].”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. A person told us, “The staff are great, I can rely on them.”

The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A staff member said, “We know them as individuals, as people. We know their families, their background, their history.” This knowledge ensured people were treated as individuals and person-centred care was provided.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A staff member told us, “We encourage people to do as much as they can for themselves.” and “We give people time to do things themselves without feeling rushed.”

People were supported to spend time with their families and enjoyed activities both in the local community and the home. A relative said, “They (staff) do bingo, quizzes, watch films and do arts and crafts (with people).”

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. During the assessment we saw call bells were answered quickly, and staff discretely monitored people and approached them if they were concerned.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff received regular supervisions and appraisals. Staff told us they felt valued and empowered by the management team. One staff member commented, “We get praised for our strengths.”