Sutton Hall and 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 inspection we rated this key question good. At this inspection 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.

We observed staff to be caring, kind and attentive. Staff were busy, but support was provided in an unhurried and respectful way. Staff took time to chat with residents giving them person centered care. All staff were polite to people, sharing banter with people came naturally to them. One staff member told us, “I love my job, it’s a privilege.”

People were positive about the staff and the way they were supported. One person told us they enjoyed the friendly banter with staff. They said, “If I am a bit down they cheer me up.”

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.

Managers and staff treated people as individuals and people’s care, support and treatment met their needs and preferences. People's personal, cultural, social and religious needs were respected. There were activities on offer each day and people told us they enjoyed these. We saw people had recently been asked if any improvements could be made or any other activities they would like to try.

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

We observed people’s choices being respected and their dignity maintained. People told us staff respected their independence. One person said, “I have my independence here. I don’t need much help. I can dress myself, but if I need them to open the drawers to get my clothes out, they do it for 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. People told us staff provided the support they needed in a timely manner. One person said, “I know they are busy but if I need anything I have a buzzer and they come.”

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

We received mixed feedback from staff regarding support and well-being. Most staff told us Sutton Hall and Lodge was a good place to work. Staff members said, “People make it a cracking place to work. It’s a cracking job” and “We need better communication from the provider.” We observed staff showed respect for each other; they had a good rapport amongst themselves.