West Lodge 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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us the staff always treated them with respect and kindness. We observed staff to be caring, kind and treat people with dignity. One person told us, “The staff are very kind.” A visitor told us, “The staff are brilliant and always so welcoming. They treat all the people with kindness and are caring.” We observed staff to talk to people in a respectful way when supporting them.

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. The provider regularly had informally discussions with people to ensure the care was to the standards people expected. A person told us, “She [provider] understands us and always asks if we are happy and if we are not she takes action.” We found a range of cultural foods and drinks for people to choose from that was important to people’s cultural preferences. There was a variety of meaningful activities people had participated in since our last visit. People told us they had visitors from people from the church and this was important to them.

The provider promoted people’s independence so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had updated care plans and risk management in plans to ensure staff had guidance on how to provide them with support and what people could do for themselves. We observed throughout our assessment people were given choices regarding food, drinks and how they wanted to spend their time. Where people wanted to spend time in their bedroom this was respected by staff.

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 to respond immediately to people who required support. For example, one person was showing signs of distress because lunch was slightly late. Staff responded and went and got their lunch to reduce and mitigate any further distress. Staff and people told us there was sufficient staffing to respond to people’s immediate needs. One person said, “I am not waiting longer when I want staff, they are quick.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The management team had positive engagement with staff and empowered staff to speak up if they needed support. Staff were provided with 2 breaks during their shifts rather than one long break for their wellbeing. Staff meetings and one to one supervision had been completed to allow staff to have the opportunity to discuss or raise any concerns confidentially.