Maple Leaf 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 service met people's needs.

At our last inspection 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.

While the provider aimed to always make sure people were at the centre of their care and treatment choices, staff did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans and assessments were detailed and contained information about people’s preferences and choices, however these were not always followed by staff. Improvements had already been made during the inspection but only as a result of the inspectors observations of staff during the assessment. Care plans were now in the process of being reviewed involving the people themselves, and the registered manager had increased the monitoring and oversight of people’s experiences of person-centred care.

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. There were people with complex health and social care needs, and the provider understood the diversity of these needs and focused and encouraged positive integration. There were still improvements to be made in ensuring staff were utilising their time with people, but we were assured that systems were in place to ensure people were being supported appropriately.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans and risk assessments were clear and we could see steps had been taken to ensure the involvement of the people themselves. Staff understood people’s communication needs and tailored how they communicated information to the needs of the people.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider already had systems in place to support people to have a voice and feedback about their care, however further improvements were being made. “Your voice” sessions with people were taking place and this encouraged people to feedback about their experiences of care in the service.

People we spoke with felt they were able to speak with the management team, one person said, “I can talk to the [manager], she is nice.”

People accessed a range of health services both acute and specialist. Information about people’s needs was accessible and people were supported throughout their appointments. The staff and registered manager told us they actively worked to ensure people did not experience barriers to effective health care.

People accessed a range of health services both acute and specialist. Information about people’s needs was accessible and people were supported throughout their appointments. The staff and registered manager told us they actively worked to ensure people did not experience barriers to effective health care.

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.

Some people had end of life care plans that had been completed with the individual and their families. There were reviews planned which included the opportunity for discussions with people about their end of life wishes.