Moorlands Lodge Care Home

On this page

• 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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

People told us they received person-centred care in line with their needs and preferences and relatives confirmed staff knew their family members well. A relative said, “The last time I came in, [family member] was talking to a young [care worker] about what [they] used to do.”

Healthcare professionals who were regularly involved in people’s care thought people’s care was person-centred and people’s needs were met. A healthcare professional told us, “All the staff I come across appear to know the residents well and are kind and caring.”

People’s care plans were recorded respectfully and in a person-centred way.

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.

People told us they received good care and their healthcare needs were met and relatives echoed this. A healthcare professional added, “I feel that Moorlands give good care to their patients.They raise concerns appropriately and follow up with investigations when needed or requested.”

People’s care plans described their healthcare needs and how to meet these. We saw their care plans were detailed and personalised. For example, where a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

Information and communication plans were in line with the Accessible Information Standard. This states that providers of publicly funded adult social care are legally obliged to ensure people with disabilities or sensory loss receive information they can understand, with the right communication support.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication.

People and relatives told us communication was effective, and they were provided with all the information they needed.

The provider made 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 ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. People told us, “I do [know how to complain], but I don’t have any complaints”, “It would be to the head of the department. I only did once and it was resolved satisfactorily”, and, “I would go to the head one. I’ve never had to.”

The registered manager encouraged people to speak up and report anything they were unhappy about. They told us, “During ‘Resident of the day’ and residents’ forums, people are encouraged to ask what they would like and are given a voice.”

People and relatives confirmed they were involved in the planning of their care and support. Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives told us they felt able to raise any concerns or issues and had the opportunities to attend meetings.

The activity team members picked a topic each month to discuss with people, for example, the garden. Based on people’s feedback, the registered manager engaged in one-to-one conversations with people. ‘Resident forums’ were well attended, and the registered manager encouraged people to go and see them if they wanted to ask anything or voice their opinion. On the day of our visit, we saw people chatting to management and reception staff on a number of occasions.

Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed people were supported to attend appointments and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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. People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and created a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker, although some people did not remember being asked. Their comments included, “They did ask and I have a woman if I can but sometimes in the evening, a man comes. It doesn’t matter as they are so professional and make you feel comfortable” and “I asked from the outset that I just have females and I do.” Their care plans reflected people’s physical, mental, emotional and social needs.

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.

People’s end of life wishes were sought and recorded in their care plans, if they were comfortable discussing these. The registered manager told us, “We try to have these sensitive conversations with people and relatives. Sometimes the family say they have everything in hand.”

There were end-of-life assessments in place for people. These included information about the person’s spiritual, cultural or religious needs and any specific wishes should the person enter end of life stage and any advanced decision to refuse treatment and any funeral plan.

Some people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms in place. These documents record a person's preferences and clinical recommendations for their care during an emergency when they cannot make or express decisions for themselves. These were signed by an authorised clinician.

Some people who were approaching end of life had anticipatory medicines in place, should this be needed. Anticipatory medicines are prescribed in advance to a person to manage potential distressing symptoms that may arise, especially those related to being too weak to swallow or in the last days of life.