Platters Farm 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 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. During our visit we observed staff treating people with dignity and respect. Staff knocked before entering people’s bedrooms. There was a warm atmosphere in the large lounge during activities and mealtimes, people and staff were observed laughing and engaging with each other. One relative told us, "I am happy that she is here. She is well cared for here." Staff told us, “We’re like a family, I’d definitely have a loved one live here. I think people get good care.”

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 were dressed in their own individual style, such as wearing football shirts. Others were wearing makeup and had their hair and nails done. Staff knew people well, they knew their names, were chatting about topics people were interested in and were aware of people’s needs. One person told us, "I can do what I want." Another person told us, "Yes. I will ring and ask to get up, and they say they will be back, and they do. I prefer to stay in my room, but they do ask if I want to go to the Hub."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We saw people receiving rehabilitation work to improve their independence, such as physiotherapy and encouraging them to do things for themselves. For example, some people were assisting with the meal service, others were helping to tidy up. People had access to a computer with the internet to further aid their independence. Staff were seen to be encouraging people to do things for themselves and offered them choices at all times. Staff told us, “We always offer choice, we never just tell people to do something. We often encourage them, but it’s up to them what they do.” One person told us, "I watch TV, read magazines. I went to breakfast club yesterday and met a nice lady and we had a chat. There was a singer yesterday. Staff let me know what is going on and then I decide what to do." Another person told us, "Well, they will always let me do as much as I can and only help if I ask. Everything I need is next to me."

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 saw staff supporting people in a timely manner in the communal areas and attending to people who were in their rooms. Staff were observed offering regular drinks to people or supporting them to move around their home. One person told us, "I'm here for rehab. I've been here about just over a week. It's wonderful here. I’m very thankful I've been moved here." Another person told us, “I came here from hospital to recuperate and loved it here and decided to stay."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff meetings were in place, and people had regular supervisions. There were staff well-being initiatives such as a sweet trolley, meditation and yoga. Staff had flexi-working opportunities. The management team told us, how they adapted some staff’s duties for medical reasons. We received mixed feedback from staff around staff well-being. One staff member told us, “I feel supported, I enjoy working here. Whenever I need to raise anything, it is listened to, and they take me seriously.” Another staff member told us, “I don’t feel like we are listened to, managers do ask us for feedback, but they don’t always act on it.” The management team told us how they were implementing more staff meetings and staff now had the option to give anonymous feedback.