Birkin 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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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 told us staff were kind, friendly and approachable. We observed a number of positive interactions throughout the inspection. Staff had an open, friendly rapport with people and most staff knew people very well. Care provided was person centred, people were treated with respect and were supported to spend their time how the chose. When people became anxious or upset staff responded promptly. Staff knew people’s personalities and preferences, and were able to ensure people were comfortable and happy. A relative told us, “All the staff are very caring, they do take time to care for mum.” A person told us, “I am very happy here. I never thought I would want to leave my home, they have made me welcome, I am lucky, I have everything I need.”

The provider 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. We observed staff respecting people’s choices and treating people as individuals. People’s cultural and religious needs were documented in care plans, and people were supported to have visits from religious ministers/clergy if this was their wish. A staff member told us, “We do have a vicar come to the home and church services. A person asked recently to go to a church service in the community and the activities staff are supporting with this.” Another staff member told us how they supported people with their individual needs such as holy communion, singing, family visits, trips to the library and gardening. People told us that they were celebrated when it was their birthday, a cake was made, and they were made to feel special.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to remain as independent as possible, and their choices were respected. Some people went out regularly with their family. There was a varied choice of activities available for people. The activities schedule on display showed various exercise classes, knitting, baking, bowls, word games, bingo as well as movie nights. We observed activities staff engaging people in activities, there was lots of laughter, chat and encouragement. For people who chose to stay in their rooms, or did not like to participate in group activities staff told us they made time to go in and chat to people. A person told us, “The entertainment programme is very good.” Some people told us they felt a bit lonely. Staff told us they would try and encourage people to come to the lounge or dining room so that they did not become isolated but respected their choices if they declined. A relative told us, “When mum was at home, she was self-contained but now she is participating in activities. It’s good to see her happy.”

The provider listened to and understood people’s needs, views and wishes. However, improvements were needed as staff had not always responded to people’s needs in the moment to minimise any discomfort, concern or distress. We observed staff responding to people’s needs in a timely manner most of the time. At busy times when care staff were supporting people to get up and ready for the day call bells were not answered so promptly. A person told us, “By the time they came, I was a tidy mess, the staff were very good cleaning me up, but I was disappointed.” Staff recognised when people were disorientated and confused and helped people to orientate around the service, gently suggesting things they might like to do, such as join activities, sit and drink tea and have a cake, visit another area or spend time in their room.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had systems and processes in place to promote and support staff wellbeing. Staff told us about the employee of the month scheme. We saw this advertised around the service. A staff member said, “There is a wellbeing package, it was detailed in a letter, I haven’t needed it. I like what they do with employee of the month; they give a gift card and flowers. It is good motivation.” Another member of staff told us,” We have notice boards in the staff room with staff care packages and information. We have the [discount scheme available to the health and care sector] and there are offers of support. I very much like working there.”