Scarborough Hall and Lodge Care Home

“The service ensured people were safe. Systems were in place to monitor incidents and learn from these. Risks were monitored and managed. Appropriate checks on the environment and equipment were undertaken. Staff were trained and care was unhurried. Medicines were administered safely.”

“People’s needs were assessed and monitored. Care plans were detailed and person-centred. People’s health was monitored, and they were supported to access health professionals when needed. People had consented to their care.”

“People were treated as individuals, and with kindness and compassion by staff who respected their dignity. A staff member said, “Staff treat [people] like their own family.” Another staff member when asked about the best thing at the service said, “I think it’s the [people] they’re all lovely.” People were encouraged to maintain their independence and were given choice and control by staff. Staff were vigilant to people’s needs and provided timely responses to these. Staff felt recognised by managers for the care they gave. People’s wishes at the end of their lives were understood.”

“There was a strong shared culture throughout the service. Staff provided positive feedback about managers, and felt managers supported them and their development. The service undertook regular surveys to monitor and improve care. The service had developed close working relationships with partner organisations and the community to support people and enhance their lives.”