Princess Lodge Care Centre

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We assessed 3 quality statements relating to freedom to speak up, governance, management and sustainability, and partnerships and communities. There were processes in place to allow people, relatives, and staff to speak up and have their voices heard. There was evidence of the provider liaising with various health professionals to ensure safe care and treatment for people living in the service. Staff provided consistently positive feedback about the management of the service, and people and their relatives described the manager as approachable and communicative. There were governance systems in place to monitor the quality of the service, however, we found that at times these were not always effective and at times this posed a risk to people living at the service. Therefore, the service was in breach of the legal regulations relating to governance.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The manager promoted a culture where people, relatives and staff were encouraged to share feedback or raise any concerns. For example, staff told us the manager regularly informed them who to contact if they were not satisfied with actions taken by the manager. For example, one staff member told us, “Management are really approachable.” Another staff member told us, “My manager and deputy manager are very fantastic. They are easy to approach, the door is open 24 hours, we can call for any concerns... I always speak out, I can’t hide anything, but if I have something I need for a resident I will speak. Last month, I wanted to change the slide sheets, so then I said I will go to management, and before we say it the slide sheets arrived! We are using it now!” There were platforms where people were encouraged to speak up and provide feedback about their care, for example, through resident and relative meetings, and through the resident of the day process. Relatives told us they were able to approach the manager about any concerns and felt confident that raising any issues would not affect their relative’s care. One relative told us, “I speak to the manager if I need to and they do ring you to let you know what’s going on, we have no issues, they are very responsive if you speak to them about anything.”

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff and leaders understood their roles and responsibilities and had opportunities to discuss their roles during supervision and team meetings. The service had governance systems in place to monitor the quality of the service, such as regular audits, meetings, collating feedback from people, relatives and staff and observations of care and the environment. However, we found these were not always effective in proactively identifying some of the concerns found during the assessment, relating to health and safety, IPC and medicines management. The manager took immediate action to address the high-risk areas of concern and implemented new processes to ensure better oversight by the time of our second onsite visit, however, these needed more time to be embedded and sustained.

The service worked well with other professionals. We saw evidence of referrals being made to other teams where necessary. People and their relatives told us the service worked with other partners, so people received the support they needed. Relatives told us about any concerns about their family member’s health were communicated effectively by the service with relevant agencies.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.