Maple Lodge

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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 5 quality statements under the caring key question, identifying both areas of good practice. The overall rating for this key question is good. Care plans were in place which included information about people’s life history, bedrooms were personalised and reflected people’s interests and hobbies. Feedback from people and their relatives was positive about staff and the care they provided to people. Staff communicated well and kept them informed. We observed, positive, friendly, and respectful interactions between people and staff.

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.

Overall, feedback from people and relatives described the staff as caring and compassionate.

Staff demonstrated people were treated with dignity and respect, by a staff team who know their needs well. Staff understood the importance of protecting people’s privacy when providing person-centred care.

Partners shared with us, they observed staff were helpful and supportive toward people.

Staff spoke with people in a respectful manner. We observed a staff member respecting a person's privacy by lowering their voice when prompting them with their personal care needs, so as not be overheard by others. A staff member commented to another person how nice they looked after a visit to the hairdresser. The person was visibly happy with the compliment they received.

People felt they were treated as individuals; this was observed with interactions between staff. A Relative told us, “Maple Lodge staff have taken the time to really get to know [Person].” However, we received some feedback suggesting an inconsistency in staff approach when they offered support. We were told, “Staff do not knock on his door before entering first thing in the morning.”

Staff worked with people to ensure their preferences were understood and they met their individual needs. Staff told us how this process started prior to a person moving into the home and was continually built upon. If changes occurred people’s care plans would then be updated. Staff understood the importance of creating a detailed life history for people. Comments included “It is for people to highlight their experience and achievements that they like to share and talk about.” Adding, “The work is being done in collaboration with the residents and their loved one.” ” Another staff member shared, “I think it is important to take the time to really listen to people and engage them in conversations and include their loved ones as they know them best. It is important to value the person.”

People received regular visitors. One family member told us they were discouraged from visiting at mealtimes but understood this was, so people were not distracted when eating their meals. They confirmed they were happy with this arrangement and could otherwise visit freely. Information was available to people in the reception area about the diverse needs of people and how the service could meet these needs. People's bedrooms were personalised and contained personal items which were important to them and reflected their interests and hobbies.

Care plans demonstrated people were treated as individuals. They reflected people’s wishes and preferences in care. Protected characteristics were known, and respected. People's personal histories were known. Some people had shared further detailed and family histories which helped staff to understand and get to know them better.

Feedback from people and relatives demonstrated staff at Maple Lodge promoted activities and engagement led by the activities co-ordinator. We were told, “There's a lot that goes on, [Staff member] is great” and “[Person] enjoys the activities very much.”

Staff were able to describe how people were given choices throughout the day and had a good understanding of how to support people to make decisions. One member of staff gave an example of how they promoted choice and control for the person they were caring for. A staff member told us, “I always follow the lead of the person I’m caring for.”

We observed people engaged in a range of activities. Staff were observed promoting choice and encouraging participation to reduce the risk of social isolation. People were encouraged and supported to use aids and adaptations to maximise their independence during mealtimes and when mobilising around the service.

Care plans identified activities people could complete independently. Where people required some assistance, independence and choices were promoted throughout the care records.

Relatives told us staff were responsive to people’s needs. We were told, “Staff have spent a great deal of time getting to know [Person] needs” and “I know I don't have to worry about [Person]. That’s what you really want.”

A senior member of staff told us people’s views were always respected and if they did not want something to happen at that time, this would be respected and offered again later or in a different way.

Staff responded to people’s needs in a timely way and carried out regular checks on people’s comfort. We observed a staff member responding to one person who was experiencing a level of confusion. The staff member spoke quietly and respectfully to the person, offered reassurance and sought to reduce the distress they were experiencing.

Staff felt supported in their role. Several spoke positively about the registered manager who they described as fair and approachable. One member of staff told us they had been given additional support to enable them to feel confident with newly implemented processes.

Systems were in place to consider the wellbeing of staff. Rotas demonstrated staff were not working excessive hours. The provider had suitable policies in place to support staff with employment related issues. Staff received regular supervision with their line manager.