St Helens Hall and Lodge

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed 3 quality statements from this key question. We have combined the scores for this area with the scores based on the rating from the last inspection, which was good. Our rating for this key question remains good. People were treated with kindness and their dignity was respected. People were offered choices, and independence was encouraged by staff. Mental capacity assessments were in place and best interest decisions recorded for people who were unable to make an informed decision for themselves. People’s needs were responded to in a timely manner and managed appropriately. Care plans were person centred reflecting people’s likes and dislikes. A range of activities were on offer daily for people to engage with and feedback on future activities was welcomed.

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.

People and their relatives spoke highly of staff members, telling us they are “kind”, “friendly” and treat everyone with dignity and respect. One family member told us “Staff have always been really good with me”.

Staff told us they treat all people with dignity. Staff gave examples to demonstrate acts of dignity, included closing doors and curtains and placing towels on laps. Staff told us they were treated well by their colleagues and management.

Partner agencies informed us they were happy with the care people received and the home was warm and inviting. Activities were available and people engaged well. A quality assessment completed by the local authority recognised that residents liked living at the home and said they got on well with staff. The local authority told us that people felt they were treated fairly with dignity and respect and the service has a dedicated Dignity Champion.

People were treated well and with kindness throughout our visit. We observed staff comforting one person who was upset. We observed laughing and singing with people in the lounge area including individual interactions. We used the Short Observational Framework for Inspection (SOFI) in the dining area. SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they were offered choices, for example at mealtimes and can participate in activities at the home. One person told us she likes “the film shows, the entertainers and the singing”. Family members told us they can visit and take their relatives out, with the only restrictions being at mealtimes. One person told us she can get up and go to bed when she wants to, and “can have as many cups of tea” as she wants during the day, whilst another person told us she has access to food and drink when she wants.

Feedback from staff indicated they supported people to make choices and retain their independence where possible. Staff explained and gave examples of how they encouraged people to manage some aspects their personal care themselves. People were supported to maintain contact with their families, there were examples where some people went out for a meal and did not return until midnight. Staff told us there were no restrictions on people visiting the house and that it was encouraged for friends and family to visit. Staff told us “Activities are really good here” and “we have a lot of activities” however, one staff member said the “focus is on residential and not EMI” and another staff member said, “some residents cannot join in, they want to but can’t”.” The registered manager explained how people are encouraged to maintain important relationships and community ties for example, lots of residents go on days out or holidays with family, a minibus is available to take residents out and the church attends the home regularly.

We observed people being provided with a choice of options and independence was encouraged. We observed family members visiting people who lived at the service and staff engaging with them.

Mental Capacity assessments were in place. Best interest decisions evidenced that, for people who did not have capacity to consent for themselves, appropriate steps were taken to make decisions in the best interest of that person. There was an activity coordinator in place to provide people with the opportunity to participate in activities. People were encouraged to feedback on activities and events they would like to do. Peoples likes and dislikes were recorded within care plans. There were no visiting restrictions in place.

Most people and their families told us that staff are quick to respond to their needs and keep them updated of any incidents or changes. One person told us that staff “are prompt in responding to any request” including the request for a doctor. One person who had a fall in her room told us that staff responded quickly and called an ambulance. Whilst some other people told us there is sometimes a wait for staff however this does not impact their care.

Staff told us they had time to spend with people, one staff member said, “after breakfast we have time to put a movie on, music, dance, sing with them”. Another staff member said, “I take the ladies out as they smoke, I don’t but they do – I sit in the lounge, so we interact”. Staff told us if people ran out of toiletries they would ring the family. If people had no family, the home would provide.

People’s needs were responded to in a timely manner. We observed staff supporting people at mealtimes. For those people that required encouragement this was provided. People were supported with personal care with kindness and dignity.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.