West & Rectory Lodges

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. This is the first assessment for this newly registered service. This key question has been rated 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. People told us staff were kind, caring and respectful. A person said, “Yes I like it, I like the way staff treat you. All of them [staff] are very nice.” Another person said, “The staff are fantastic, they treat me with respect.”

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 gave positive feedback about their care and told us staff provided care which met their preferences. A person said, “Everything I ask for they do for me. They help with anything I ask.” Staff told us they were focused on treating people as individuals. A staff member said, “We are here for people. I feel we support people in the way they need support.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to be as independent as possible. Some people accessed the community without support from staff. A staff member commented, “We enable people to live an independent life.” Care plans described how staff should support people to promote their independence.

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 confirmed staff responded quickly if they needed assistance and meet their needs in a timely way. A person told us, “There are plenty of staff around. I just have to ask and someone will come and see me. They come straightaway.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they received good support and management listened to their views. A staff member told us, “I feel very supported, we have good management. If I have any issues I can speak to them.” There were opportunities for staff to discuss their role and wellbeing, including regular one to one supervision sessions and team meetings.