Archived: Norton Lees Lodge

The inspection team was led by a CQC inspector, joined by an 'expert by experience' (a person who has experience of using services and who can provide that perspective).

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

During our observations we saw lots of examples where people moved about the home independently. Staff were constantly in and out of the lounge to assist people with their needs. We did not observe any activities taking place, but neither did we see people just sitting around with nothing to do. Staff interacted with people regularly.

One person said, 'People are taken to the church service on Sundays if they want to go.'

We saw that staff cared for people in a way that promoted their self esteem and individuality. We saw that staff used an appropriate manner when communicating with people and respected their needs and wishes.

We saw that staff had a caring approach with people and people were treated with respect. For example, we saw that when people needed support with personal care, staff helped where needed, whilst at the same time encouraging people to do as much as they could for themselves.

Staff used appropriate language whilst caring for people.

We saw that when staff were assisting people with their mobility, they made sure people's clothing was intact, to maintain their dignity.

At lunch time there was a relaxed atmosphere and music was playing. There was good conversation and banter between staff and people during the meal, which made it a pleasant experience for everyone.

People were offered their choice of meal but could change their mind if they wished. People were given a choice of where to eat their meals. Some chose to have their meals in the dining room, others in the lounge area and some were given finger food whilst walking round.

People sitting at tables for their meal were seated comfortably and people were provided with aprons and serviettes to both protect their clothing from spillages and to wipe their hands when needed.

Staff supported people to eat their meals and we saw that most people were able to eat their meal independently. We also saw that staff responded appropriately to meet the needs of people, spending time with them and encouraging them to eat. We saw that when an individual needed help to eat, the person was not rushed.

The meals looked appetising, smelt nice and people had sufficient on their plates.

We heard people say, 'Never had it as good as this. It's nice isn't it. Beautiful.' and 'Thank you (to the staff). You're very good to me.'