Enter and View Report: Rose Lodge Care Home

Report - 20 August 2019

Our report looks at the findings from when our authorised representatives visited Rose Lodge Care Home in Newton Aycliffe.

At this Care Home two of our authorised representatives spoke to 11 individual residents, carers, family members and staff, using a set of appreciative questions to prompt people to describe good practice they had experienced or seen. 3 observation sheets were completed by authorised reps during the visit, and no surveys were completed prior to the visit.

Representatives observed activity and spoke to people during our two hour visit, to collect their own independent impressions of the home and its services, which they recorded during and after the visit. A private space was available if residents felt the need to talk in confidence to us

Recommendations

One of the most conveyed messages from the people we spoke to on the day, was how they valued the staff. They clearly very much appreciated the good relationships and service they either received themselves or acknowledge happens, at the home. People feeling that “we have the best staff we’ve ever had”, and people told us that staff create a ‘one big family’ feel
We were told that staff were approachable, kind, flexible and caring and always willing to listen to you. Staff would often go the extra mile. Staff themselves indicated they are encouraged to raise issues and given this opportunity on a regular basis. This way of working and staff behaviours and culture is to be celebrated and retained here for the future
People felt that there is a positive environment in the home and this is created partly by the emphasis on the social aspect, which encourages visitors, past carers and others to continue visiting the home, and clearly the home also has social involvement in the local community
There were some comments about the possible consideration of more personal showers, improvement to laundry service and upgrading of tired lounge chairs- but this did not seem to deflect from the welcoming bright space that was pleasant and safe for people to use. Perhaps these could be considered by managers
The benefit of having dedicated Activity coordinators at the home was very apparent. Craft work, hair dressing, nail bar, involvement in meals cooked generally or for special events/occasions, made such a difference. Activities and involvement in Memory cafes and singing for the brain were also mentioned, out in the local community. Almost everyone we spoke to raised this as one of the most important aspects to retain and felt this set apart the home from others. This clearly should be retained
People told us they were very happy with the service at the Care Home. Residents were encouraged to do more and the staff took time to work with families around personal preferences of individual residents. Staff also included family members, where appropriate, in their own relatives care but made sure this was done in a sensitive way in order to meet their needs
People gave us examples of where the service was very prepared and proactive, with regard to care, which avoided embarrassment in particular instances. This meant a lot to family members and carers
Retaining the systems and resources that allow for the services to remain at a high standard seems very important, and is clearly recognised as one of the most important aspects when it comes to confidence in the care home.