Lound Hall

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

People’s individual preferences and wishes were understood and respected by staff and people were supported in a kind and caring way. Staff promoted people’s independence and people had choice and control to make decisions about how they wished to be supported. People’s family and friends were able to visit people with no restrictions. Care plans included specific guidance for staff to follow on responding to people’s immediate needs. Staff knew people well which meant people’s individual needs were met promptly in a person-centred way.

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.

Staff treated people with kindness, compassion and dignity and were able to give the inspection team a lot of examples of how they did this. Staff described supporting people with personal care tasks and protecting their privacy to maintain their dignity. One staff member told us, “If I am supporting someone with personal care, I would make sure they are covered up and also not take their bedding off and explain before - and ensuring I am asking them that it is okay to support with personal care.” Another staff member told us, “I knock on people’s doors, explain what I am going to do, talk to people kindly, give people choices, make sure doors are closed and give people their privacy when using toilet facilities.”

We observed people receiving person-centred care throughout the inspection. People were treated with kindness, empathy and compassion.

We contacted 4 professionals for feedback regarding, kindness, compassion and dignity. We received one response. The response demonstrated the home had made improvements since the new manager, and from their observations staff were kind, compassionate and treated people with dignity.

People were treated with kindness compassion and dignity. People told us their privacy was respected and that staff approached them in a kind and caring manner that made them feel comfortable. People gave us several examples of how staff treated them with kindness and compassion. Comments included; "They respect me and I am not just a door number but a person who is loved and cared for so well”, "Respect and dignity always and not just to residents but each other and visitors - it is not an act”, "All the staff and manager are just lovely people and you can see that by the way we are treated” and "I am treated with respect and I feel like I am staying in an hotel."

Staff and management treated people as individuals and people’s individual needs and preferences were understood; these were reflected in people’s care, treatment and support. People told us they were happy living in the home, and they were treated well.

We observed staff treating people as individuals in line with their personal wishes and preferences.

Staff knew people well and treated people as individuals in line with protected equality characteristics. Care plans were written in a person-centred way detailing specific information about people’s needs.

Processes were in place to ensure people’s individual needs and preferences were updated regularly. For example, changes to people’s preferences could be updated instantly on the electronic system for staff to read. This ensured staff knew people’s individual needs and were able to offer individualised care and treatment. Flash meetings and handover meetings took place regularly to discuss and share people's change in needs.

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.

Staff and leaders understood the importance of providing care and support which responded to people’s immediate needs. Staff understood people’s needs and were therefore able to respond appropriately. The registered manager regularly monitored call bell times to review how long people had to wait for their needs to be met.

We observed staff responding to people's immediate needs. We saw one staff member who reacted quickly to avoid a person becoming distressed whilst entering the lounge. The staff member offered the person chocolate and positively interacted with them; the person became calm and was content.

People told us staff responded effectively to their immediate needs. One person told us, “I can ask for a bath or shower, and I never have to wait until they are prepared to do it, wherever possible it is the same morning or afternoon or evening.”

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.