Enter and view: Arnside Lodge

Healthwatch Lancashire carried out an announced Enter and View visit to Arnside Lodge in Morecambe on 20 June 2017 to assess the quality of care and gather feedback from residents, staff and relatives. The home, operated by Thornton Lodge Care Ltd, provides residential care for older people, including those living with dementia and mental health conditions. At the time of the visit there were 29 places available, with three vacancies. 

Healthwatch found that significant improvements had been made since the current owners took over the home in 2015. Extensive refurbishment, redecoration and operational changes had resulted in high levels of satisfaction among residents and staff. Healthwatch awarded the home an overall Green rating, indicating that representatives would choose the home for a loved one. 

Healthwatch described Arnside Lodge as bright, clean, homely and welcoming. The home featured attractive gardens, including a dementia-friendly sensory garden and a large enclosed courtyard that acted as a central social space. Residents were observed enjoying gardening activities outdoors during the visit. Security arrangements, accessibility and visitor reception procedures were all considered good. 

The interior of the home was found to be well maintained, with clear signage to support residents living with dementia. Communal areas included several lounges, two dining areas, a conservatory and a well-equipped hairdressing salon. The home encouraged residents to move freely around the building and make use of the available facilities. The only minor issues noted were a bathroom under refurbishment where the toilet seat and grab rails were not colour-contrasting and required cleaning, and a clock displaying the wrong date and time in the conservatory area. 

Healthwatch observed positive and respectful interactions between staff and residents. Staff appeared to know residents well, supported their independence and treated them as individuals. Residents were offered refreshments, activities and support throughout the day, and there appeared to be sufficient staffing levels. The home promoted resident involvement through meetings, participation in staff recruitment and engagement in community activities. 

Residents provided overwhelmingly positive feedback. They praised the quality of care, the friendliness of staff, the cleanliness of the home and the range of activities available. Many particularly enjoyed minibus outings, singing activities and social events. Most residents were complimentary about the food, although a small number felt it could be more varied. 

A relative who was interviewed also expressed satisfaction with the care provided, reporting confidence in the service, good communication from staff and willingness to recommend the home to others. 

Staff members reported that they felt supported, received regular training and were happy working at the home. They spoke positively about opportunities for promotion, strong communication with residents and the person-centred approach to care. Most said they had enough staff on duty, although one member of staff noted that occasional understaffing could be challenging. All staff interviewed said they would recommend the home to a relative. 

Following the visit, the provider responded to the draft report. The manager disagreed with comments regarding the condition of a toilet seat and the clock displaying the wrong time, arguing that both issues had specific explanations and did not reflect wider standards within the home. Healthwatch acknowledged the provider's views but retained the observations in the final report while emphasising that the overall assessment of the home remained positive. 

Overall, Healthwatch Lancashire concluded that Arnside Lodge provided a caring, well-maintained and resident-focused environment where staff promoted dignity, independence and meaningful activities.