Princess Lodge Care Centre

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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 2 quality statements in relation to kindness, compassion and dignity, and responding to people’s immediate needs. Staff treated people and their relatives with kindness and compassion. People told us staff promoted their dignity. Staff were responsive to people’s needs, but some people told us they had to wait for support at busy times.

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 told us staff supported people in a dignified way. For example, one person told us, “[Staff] do respect me and are careful when they bath or are showering me.” Another person told us, “They knock on my door and ask me if they can come in. When they are lifting me, they talk to me about what they are doing.” Staff appeared kind and caring. We observed one interaction where a staff member lacked some compassion, and we raised this with the manager. We saw the manager communicated the importance of showing patience and compassion to all staff following this feedback. Relatives felt staff were kind and caring. One relative told us, “[Staff] are so kind, they are so good to me as well, they look after me when I get upset, they sat me down and gave me a hug the other day, I really can’t fault them.” However, we observed that many people’s bedroom doors were left open throughout the day, which at times compromised people’s dignity. We raised this with the provider who told us people’s preferences were discussed during their admission process and recorded within their care and support plans.

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.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The manager explained they used call bell audits to oversee staff’s response times to people’s needs. They told us they sometimes activated the call bell system themselves to see how long it took for staff to respond. The manager identified that it was mostly care staff who responded to these call bells, and took action to ensure all staff were aware this was their responsibility to, to promote better team working. Staff felt calls bells were responded to promptly and told us about staff work together to improve this. For example, one staff member told us, “When 2 staff are working together, 1 of us will check the person and if we can say please wait 1 minute or 2 minutes, or if it is something quick, we can quickly help before we go back.” We observed staff responding to people’s needs in a timely way during our site visits. One person told us they had to wait for staff support at busy times, but told us they don’t usually have a long wait.

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.