Rosebank 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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment, the rating has remained 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 service 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 spoke positively about the care and support provided by staff working at the care home. A relative told us, “The staff are excellent and always so kind and caring to my [family member].” An external community care professional added, “Staff were friendly and seemed to care well for my client.” We observed staff engaged with people living and/or staying at the care home in a kind, compassionate and dignified manner throughout this assessment. The body language of people using the service appeared positive when interacting with staff. For example, people looked at ease and comfortable in the presence of staff. Staff always spoke about people in a respectful and positive manner.

The service 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 received care and support from staff according to their individually assessed needs and wishes. Relatives told us staff treated their family members as individuals and understood what their personal care needs, preferences and daily routines were. Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed staff use an easy to read pictorial prompt card to enable a person with limited verbal communication to make an informed choice about what they would like to do on the morning of our inspection. People were involved in planning and choosing the meals they ate. For example, we observed staff use picture flash cards to help a person make an informed decision about the food they might like to eat for their lunchtime meal during our assessment. We also were aware staff supported this person to go shopping locally for food so the meal they had chosen to eat could be prepared by staff. Care plans set out clearly what people’s differing dependency levels were including, what they were willing and capable of safely doing themselves, and what tasks they needed additional staff support with. For example, we observed people walking independently around the care home and eating a meal in the communal dining area without staff support. Staff told us people’s care plans gave them a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with.

The service 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 were supported to access healthcare professionals in a timely manner, this included supporting them when they expressed that they were in pain or discomfort or showing signs of an infection. Relatives told us their family member had access to relevant community-based health care professionals and were confident staff would call the doctor or emergency services if they were required.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us the managers helped them to feel happy and safe at work. A member of staff said, “Although we’ve had lots of mangers in-charge here in recent years they all been very approachable and easy to get along with.” Managers routinely used team meetings to enquire about staff wellbeing, as well as to remind staff about the organisations underlying core values and principles. Another member of staff added, “It’s never ideal, but we have become quite adept at learning how to cope on our own with the managers constantly changing here.”