Earlfield Lodge

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. The provider was previously in breach of the legal regulation relating to person centred care. Improvements were found at this assessment, and the provider was no longer in breach of this regulation. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The provider had made significant improvements in ensuring care plans contained person centred information. Care plans detailed people’s life history, social networks, previous employment and interests. People’s wishes and preferences were detailed. This ensured staff had access to relevant information and could engage meaningfully with people. A staff member said, “People’s life history is really important. “Staff we spoke with knew people well. A health professional said, “Care is delivered in a respectful and person-centred manner.” People were involved in planning their care. A person said, “I have a care plan. I have seen it and if there’s anything I want changing they’ll do that for me.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service worked with other professionals to ensure continuity of care. Individual risk assessments and care plans needed to ensure professional guidance was consistently recorded so staff direction was clear. People were supported by a consistent staff team who know them well. This ensured changes were observed and escalated where appropriate. The service had developed positive working relationships with health professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided or was available in a variety of accessible formats. For example, easy read and large print documentation. Continue to review information in terms of formats available. People’s communication needs and preferences were described in their care plans. For example, if people were hearing impaired or could communicate verbally. Staff told us about cards that had been developed with external professionals to support one person with their communication needs. This enabled the person to share how they were feeling, if they would like food or drink and how they would like to spend their time.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had not maintained an effective system of recording and monitoring complaints and concerns. The registered manager said this would be included in the service’s action plan going forward. The provider told us there had not been any recent complaints made. The service’s documentation required review in relation to complaints. Information about the Care Quality Commissions (CQC) role was not always accurate nor was information about the local government and social care ombudsman included.

A number of compliments had been received, and the service had increased its positive reviews on external website on independent reviews. One compliment said, “We wanted to say a heartfelt thank-you for care, compassion and kindness shown to our Mother, she thrived in your care.” Surveys were conducted with staff and relatives with overall positive results. Regular meetings occurred with people to gain their opinions and feedback. People told us changes were made as result. For example, around menu choices on offer. A person said, “There is a resident meeting once a fortnight. If I want a copy of the notes, they will print them off for me.” People and relatives told us they felt comfortable in raising any concerns. A person said, “I can speak to staff and raise any concerns.” Another person said, “[The registered manager] is always asking me what I think. They are very approachable.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Reasonable adjustments were made to promote equality and access to services. A health professional said, “Communication with visiting professionals is consistently effective. In my experience, staff are cooperative, professional, and proactive in sharing relevant information.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff received training in areas such as equality, diversity and inclusion, dementia and mental health awareness and were aware of people’s protected characteristics. Leaders ensured people had equity of opportunities and were supported to share their views. A person told us about some areas of their life they were managing and staff were supporting. They said, “Staff have been very helpful.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff received training in end-of-life care. People’s care plans described people’s future and end of life wishes. This included how a person would be comforted and reassured. A family member told us how well cared for their family member was and the support received at the end of their life. They said, “Throughout all the carers were lovely. There was dignity towards the end.” The service worked with other professionals to promote people’s health and independence.