Goldthorn 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.

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 were in control of their care and staff told us they supported people to receive person centred care. One staff member said, “We sit with people and talk with them. We ask what do you like and dislike, what’s your preference.” Another staff member told us how 1 person liked to receive their care and support in a particular way, from a particular staff member. They said, “She can pick and choose who she wants.” People and a relative we spoke with told us they were involved in the care planning and review process which ensured care was person centred.

Care plans were centred around the individual preferences and needs of each person and staff accurately described each person’s needs. Care plans were updated following changes in needs which meant they contained accurate information for staff to follow.

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 care and support from a consistent staff group. This was important to them to ensure their needs were met by staff who knew them and their needs well.

The information in people’s care records was accurate, up to date and accessible. This ensured information could be shared with other professionals as required to promote consistent care in the event care needed to be delivered by another provider. For example, if a person was admitted to hospital.

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

People showed us how they were supported to access information in formats appropriate to their needs. For example, 1 person showed us how staff had worked with them to create a picture book that showed memories of them and a friend on days out. Staff told us interpreters were used when required to ensure a person and their family were supported to access important information during health appointments and important care reviews. Care records confirmed people’s communication needs were assessed and met.

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.

People told us they had regular opportunities to discuss their care and care records confirmed this. We saw people and where appropriate, their relatives, were involved in the reviewing of their care needs and these reviews provided people with an opportunity to share ideas and concerns. One person told us how they had fed back a concern that was promptly resolved. They said, “Not a complaint, a grumble but things are put right so fast, [registered manager] does it straight away.”

Staff told us people were involved in making decisions about changes in their care. For example, a staff member told us how they consulted with a person over some maintenance work that needed to be completed. They said, “We involve the service user as well. [Person who used the service’s] room door had to be replaced, we made sure it was a day that he chooses that he wants to go out, so that he has had a joyful day.”

There was an accessible complaints procedure in place. However, people told us they had not needed to raise any formal complaints, and the registered manager confirmed no complaints had been made within the past 12 months.

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

People confirmed that when support from health or social care professionals was required, staff facilitated this in a timely manner. One person told us how they had been supported to access surgical treatment to improve their vision. Records we viewed confirmed people were supported to access the right care at the right time. People also told us they accessed the community on a regular basis and participated in activities of their choosing when and where they wished.

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 told us how they supported people to have equitable experiences. For example, people who used the service enjoyed eating occasional takeaways, but all had different financial circumstances and budgets. Where people’s finances did not support the additional spend on takeaways, staff were able to access money from the provider to ensure all people had the same opportunity to access and share the experience of a takeaway treat. One staff member told us it was important for all people to have access to the “Same opportunities”.

Care records contained specific care plans around people’s needs associated with their protected characteristics. For example, we saw people’s religious and cultural beliefs were assessed, planned for and met.

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.

No one was in receipt of end of life at the time of our inspection. However, the registered manager told us how they had supported a person at the end of their life. This included working with a local hospice and accessing and administering end of life medicines. They also described how they supported to staff to provide person centred care to the individual that focussed on their likes and preferences to keep them comfortable and content.