Appleby 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

Staff treated people with kindness and ensured their dignity was protected. Care visits were not rushed and staff took time to get to know the people they supported. People were supported to maintain their independence and staff varied how they presented information to aid people’s understanding. Staff were well supported by their managers and there were processes in place to celebrate examples of good staff practice.

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 told us their support staff were kind and caring. Comments received included, “Carers do anything I ask them to do. Beyond the call of duty. They are kind and gentle. I love them to bits” and “The carers are absolutely wonderful. Have made me feel better. They have changed my whole attitude. Very kind” and “Staff are kind to me. Exceptionally kind. It’s their attitude to the job. It’s very good and friendly.”

Staff recognised the importance of getting to know people in helping them to feel comfortable while receiving care. They told us “When I see clients, I talk to them and make some time to take interest and see if they are ok, and to get to know the family.”

People’s individuality and independence was valued by the staff team. People told us, “We work together. No difficulties. I feel safe with them. I do what I can to be independent”, “My privacy and dignity is respected” and “Carers are always polite and cheerful. I couldn’t ask for better.”

Staff and managers recognised the importance of communication in ensuring people’s needs were understood and met. Staff told us they varied their approach to communication based on people’s individual needs and said, “If we have anyone [with communication difficulties], we use signs and facial expressions to communicate with them or we write things down for them.”

Care plans included guidance for staff on people’s specific communication needs and included information for office staff to guide them on how to share information effectively.

People were able to control how their support was provided and told us staff responded positively to their requests. People’s comments included, “Staff respond appropriately to my requests” and “My current carers are respectful and kind” and a relative told us, “Independence is encouraged when possible. If something is asked for the carers respond.”

Staff supported people’s independence and respected their decisions and choices. One staff member said “I always go by what they want and ensure they are happy. So I always try to make sure I am talking to them and make sure they are satisfied with the service.”

The deputy manager completed regular spot checks to ensure staff respected people's decisions and choices.

People told us staff always responded positively to their requests and were able to help people access medical support if required.

Care staff understood how and when to report concerns about people’s wellbeing, and managers had systems in place to ensure timely referrals to health care professionals were made. Staff told us, “If someone appeared unwell, I would check they have taken their medications. But like for example, a client this morning, I noticed they had a sore and I told my manager. [They] contacted the district nurse [who] will come in [to visit]. If it was a fall or if someone needed medical help I would check on them and then call 111 or 999.”

Staff told us they were well supported by their managers and enjoyed working for the service. Their comments included, “It is a good company to work for and they pay on time. They send us pay slips, they listen to our complaints and assist when necessary” and “They really take care of their staff personally and professionally, if staff have any kind of problem, they do their best to solve it, and they are very understanding regarding their staff.”

The provider had a range of systems in place to support workforce wellbeing. Managers spoke with each staff member every week and staff meetings and social events were held regularly. “Going the extra mile” certificates were used to recognise and celebrate staff who made positive contributions to people’s wellbeing and the service’s performance.