Arun Lodge Residential 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 71 (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 did not always make sure people were at the centre of their care and treatment choices.

Whilst people shared positive feedback about their choices being listened to and respected, some people said they would like more choice around support to have a bath. One person said, “I can only have a bath or a shower once a week, I would like more, I need help in the shower. I would have one every day if I could.” We saw a document indicating set days for people to have baths and raised this with the provider, who said people can have more than one bath a week if they want, but will be reviewing the practice and communicating the options to people to align with a person-centred approach. People’s care documents did contain their preferences and choices relating to their support including their hobbies and what mattered to them and people told us they were included in decisions about their care. One person said, “They asked be questions about what I like and dislike, I get my own choices and it’s always my decision.”

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.

For example, the manager worked with other services to support people’s transitions between them. One relative said, “They did an assessment with the old home and with us.” The provider worked closely with the GP practice, which meant when people needed to access other health care services they had positive outcomes. One health care professional said, “They proactively reach out for assistance when needed and work collaboratively with us to implement recommended action plans and they follow through on advice provided to ensure the best possible outcomes for their residents."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s information was securely stored on a system which only staff working at the service could access protecting their privacy and dignity. Staff understood the importance of keeping people’s information safe. One staff member said, “GDPR in practice is keeping people’s information safe and not shearing it with the wrong people.” People’s care plans had a section describing how they communicate, for example how to support people with a sight impairment detailing the different approach staff should use to support them. A staff member said, “We change our communication method dependent on people’s needs, if a person is blind, we talk them through everything we are doing for example we describe the surroundings of the room so they can orientate themselves and explain the support process.” Another example of people’s communication being supported was the use of hearing aids detailed in their care plans with actions for staff to follow such as keeping the hearing aids charged and ready for the person to use. We saw various reading materials for people which included large print versions and adaptive technology in the form of a large mobile tablet which people could access.

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.

For example, people and their relatives were invited to attend meetings providing a channel to make their voices heard, provide feedback and discuss various aspects of the service and their experiences. A complaints policy was in place to support people to formally raise their concerns. One person said, “I haven’t had to report anything, but I know who to speak with and feel confident they would listen. The manager was working on a newsletter for people to provide them with updates about the service and planned events.

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

For example, people were supported to attend appointments and arrange for health professionals to visit them in the service removing barriers around accessing healthcare. Accessibility for people who had reduced mobility was supported by a lift providing access the first floor. People had their protected characteristics supported. For example, people with religious beliefs had the opportunity to practice their faith.

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.

For example, people felt that they were treated as individuals and received care that supported their needs. One person said, “I like staff to read and explain correspondence with me and they always do, I want to be as independent as I can, so I make my own bed and tidy my environment, they help me if I want.” Staff received training around equality and diversity and demonstrated a good understanding of how this works in practice. For example, we observed staff supporting people at their own pace and celebrating their strengths. One person said, “I like to do what I can for myself, but when I need the help they’re there.”

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 who were receiving end of life care had their beliefs and wishes respected and were supported to make important decisions about their treatment in emergency, which were recorded in care documents including ReSPECT forms (Recommended Summary Plan for Emergency Care and Treatment) providing guidance for staff and health professionals. Staff spoke about people receiving end of life care with compassion and explained how they adapted their communication to suit people’s needs. One staff member said, “People’s comfort is very important at this time.” Another staff member said, “We use different communication methods to support people as their needs change including pointing and gestures to explain what we are doing or offering.”