Eastern Lodge

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.
This is the first assessment for this newly registered service. This key question has been rated 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff enabled people to pursue what was important to them while respecting their wishes and preferences.

People received care based on their individual needs. During the assessment of people’s needs, staff identified where adaptations were required and introduced these, including to support effective communication and safe mobility. This personalised approach demonstrated staff’s understanding of people’s needs and how they tailored support to enhance quality of life.

People’s care plans were comprehensive and covered a range of areas, including communication, mobility, relationships, health, and eating and drinking. However, while some sections were highly personalised, others were generic or overly detailed, which could potentially lead to delays or inconsistencies in how support was provided. The provider acknowledged this issue and had begun amending the care plans.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up. Staff ensured people received coordinated care and support while working with other services to respond effectively to their changing needs.

Staff carefully planned potentially distressing events, including hospital appointments, according to people’s individual needs, and involved their relatives where appropriate. This ensured relatives were kept informed and involved in decisions. A relative told us, “They [staff] never do anything without my knowledge.” For medical appointments, staff gave advance notice to some individuals, whereas others were notified nearer the time to minimise anxiety.

The service maintained comprehensive records of people’s past experiences. This helped staff provide appropriate care and support when people joined the service, while minimising stress and anxiety. It also prepared staff to respond effectively if people began displaying behaviours linked to their past experiences.

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

The care manager told us they were prepared to provide information to people in different formats to promote effective communication. For some people whose first language was not English, their care plans were written in their first language to promote effective engagement and clear understanding.Care plans clearly described people’s communication preferences and guided staff on how to engage with people to ensure interactions were meaningful. Where possible, the provider deployed staff who spoke the same language as some people whose first language was not English. This helped people to express themselves effectively and feel at ease.

In cases where people using the service communicated by email, we saw evidence that the provider responded through the same channel.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people and their relatives in decisions about their care and told them what had changed as a result.

People and relatives were able to share their views and raise concerns with the provider. Likewise, staff maintained regular contact with relatives and kept them informed of relevant updates. A relative commented, “They tell me if there's anything wrong.” Another relative told us the service had regular discussions with them about their family member’s care.

The service had a clear complaints procedure and handled complaints appropriately. We reviewed an example of how managers responded to a complaint, which included a prompt acknowledgement and a timely communication of the outcome. This approach helped ensure the person felt listened to and their concerns were taken seriously.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff supported people access health and care services and protected them from discrimination. They respected people’s rights and individual needs.

Staff provided care and support to people in accordance with their cultural, religious, and physical and mental health needs. Where people required adjustments to their care, the provider enabled and supported these. This meant people could access the care and support they needed, despite the challenges affecting their daily lives.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff understood and respected people’s rights, ensuring fair and equal care.

Staff spoke to us about how they supported people in a way that promoted their independence, dignity, and individual choices. They were alert to discrimination and attentive to ensuring people were treated fairly. They did this by listening to people, monitoring their progress, and liaising with relatives and relevant healthcare professionals.

While no one was receiving end-of-life care at the time of the assessment, the provider supported people to plan for significant life changes, giving them time to make informed decisions about their future, including at the end of their life.

Previous care records showed hospice involvement, indicating staff engaged the appropriate agencies to support people at the end of their lives. For those who wanted to discuss end-of-life care, their care plans documented their future wishes, including how they would like to be cared for if their health deteriorated.