Madeira 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

The rating for the key question of Caring has remained the same Requires Improvement. People’s immediate needs had not always been included within their care plan. For example, some people experienced high levels of distress and anxiety on a regular basis; their individual communication needs had not always been taken into account. Triggers and signs were not always documented in peoples care plans and risk assessments and had not been recorded on any incident forms. People were supported by staff who were kind, caring and knew them well. People were offered choices such as, where they would like to spend their time and what they wanted to wear. We observed staff gently guiding people to the bathroom, giving kind reassurances and support that they would stay with them and to take the time they needed.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were supported by staff who were caring, knew them well, and encouraged them to be independent without placing them at risk.

One relative told us, “Mum is happy here, it’s a lovely place and the staff are so caring and know mum well. I just can’t fault them at all.”

Staff were attentive to people and were available to provide support when needed. Staff intervened quickly when people were showing signs of anxiety or distress. For example, one person became agitated and started shouting. Staff intervened calmly and provided support and distraction which allowed the person to relax quickly. One staff member told us, “I help people to be as independent as possible by encouraging them to prepare their own drink or wash their hair. It doesn’t matter how long it takes so long as they are happy.” We observed pleasant interaction between staff and people, with staff being polite and engaging. For example, staff asked people, “Are you ok, how are you feeling? Is there anything you need?”

Relatives told us that staff knew how to support their loved one if they became upset. They said, "He goes to bed and gets up when he wants to. If they (loved one) does not want to do something they cannot make them, like if he says no to a haircut.”

Other quotes from relatives included, “He chooses his own clothes and dresses himself” and, “Staff are kind and compassionate, and a couple have got a good relationship with [loved one].”

One person told us, “I can have as much tea as I like. I get my tea just the way I like it.”

We observed staff asking people where they would like to sit and who they would like to sit with.

A person told a member of staff after eating lunch, “Thank you, you gave me just the right amount to eat and it was very good.”

People were supported by staff to maintain their independence. People were walking around independently within the service and chatting with each other and staff. Staff were reassuring and had a positive attitude when speaking with people, which promoted independence and decision making. For example, when staff were giving a person a manicure they said, “I know you don’t like your nails too long or bright colours.” Later, the person told the staff member, “I like the colour, I feel very posh.” One person told us, “I choose what I want to wear and what I want to eat.”

Staff we spoke with said, "Choices, I would ask them about personal care. Choices of outfits, sometimes they like to use soap, making sure we ask and not assume. We give choice of main meal or alternative. I know people like tea, but I always ask so they can choose juices. I always knock on the door then I say morning and tell them who I am, ask how they are, are we ok to have wash. If they say no I will come back in a while."

Another staff member said, “If people are finding a decision difficult, I offer them a choice, for example of what to wear, but not too many choices to make it confusing for them. And I give them time to decide.”

The new manager told us that people’s care records and risk assessments were currently being reviewed and updated where necessary. People’s immediate needs had not always been included within their care plan. Some people’s care records included information about their likes, dislikes and personal history however, this was not consistent across all care records that were viewed.

We observed staff gently guiding people to the bathroom, giving kind reassurances and support that they would stay with them and to take the time they needed.

One relative told us, “When mum had a chest infection and started having trouble breathing, they called us immediately and went with her straight to hospital, and they kept us informed of her treatment.”

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.