The Lodge Residential 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 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 had comprehensive care plans in place. Care plans were person centred and included people’s preferences, physical, mental, emotional and social needs. This enabled staff to provide care and support in a way that mattered to people, valuing and respecting their routines, preferences and needs.

The activity co-ordinator supported people to participate in activities. This included group and individual one to one time. Activities included themed and religious days. External visitors also provided activities and were popular with people. This included visits from the local Church and musical entertainers. Photographs showed people engaging and enjoying the outdoor space, which included a summer fayre.

People’s views and that of their relatives was mixed with regards to their involvement in care planning. However, care records detailed who had been involved in the development and review of care plans, which did include people’s relatives. Minutes of relative meetings and newsletters also referred to care plan reviews. A relative told us, “I discuss her care plan quarterly with the manager.”

Staff had an inclusive approach and were aware of how people living with dementia were understood and supported. A staff member told us, “I think the comfort of individuals is key. People switch timeframes, so sometimes people believe they’re in their childhood and we need to meet them where they are, be patient and reassure them. We need to help them feel comfortable with what they’re saying. We need to accept the condition takes over and accommodate them, ensuring they’re safe.”

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’s care and support was well documented and shared effectively within the service and with healthcare professionals. Necessary and timely referrals were made to other agencies where required. The registered manager and staff worked in partnership with healthcare professionals and information had been updated in people’s care plans.

External professionals spoke positively about care provision and staff’s knowledge, which was a key aspect in providing continuity of care. They told us, “Staff are knowledgeable about the residents and provide clear updates during ward rounds. They are always available to discuss patient needs and escalate issues to the appropriate clinician when required. We are able to contact and speak to the deputy manager or other senior staff easily when needed.”

Partner agencies confirmed, where people’s care was funded, the registered manager contacted them to facilitate reviews of people’s care where needs had changed.

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

The provider was aware of the Accessible Information Standard (AIS). The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information could be made available upon request in alternative formats, which included large print, easy read and digital formats, including e-mail.

Care plans included information about each person’s preferred communication methods and guidance for staff about how to support people with communication. Staff were knowledgeable and understood the importance of expressing and interpreting non-verbal communication. A staff member told us, “We need to understand how to promote people’s ways of expression, using our body language and observing people’s body language.”

The provider had a data protection policy and procedure and understood their responsibilities under the Accessible information standards. Confidentiality of people’s information was respected.

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 and relatives told us they felt able to raise any concerns and where they had raised concerns these were responded to in a positive and timely manner. A relative told us, “No complaints, quite the opposite. I’m very comfortable about talking to the registered manager when needed.”

The provider had a compliant policy and procedure. Records showed where concerns had been raised, these had been investigated and responded to.

A majority of relatives told us communication was good, and they were kept informed about any changes and consulted about care and support decisions. A relative told us, “I’m always involved with [person] and the home.”

The provider had quality assurance procedures that enabled people to share their experience of the service. Feedback was analysed and a document stating ‘You said’ ‘We did’ provided information of actions taken in response to feedback. For example, people had requested Yorkshire puddings were made available at all roast dinners, which had been actioned. A further example being people were now supported to go through to the dining room closer to the time the meal was served; to reduce the time they sat at the dining table before they ate.

The provider was committed to engaging with people and their relatives. A number of avenues to share information had been implemented, which included resident and relative meetings, and monthly newsletters.

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

Reasonable adjustments had been made to ensure people were enabled to have access to all parts of the service. For example, there was good use of signage to support people to orientate around the service. The environment was spacious and free from hazards to support people with mobility needs. A choice of communal rooms meant people could choose between sitting in a quiet and relaxing room or choosing a room where they could socially interact.

People were supported to attend health appointments, including health screening. Care records confirmed referrals to external health professionals were made in a timely manner when required for further assessment and or guidance.

People’s needs were kept under review, which where applicable included the review of funding arrangements.

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.

The provider had systems and processes that monitored people’s care and support needs, including health conditions. People’s care plans and records confirmed how people’s care and support was provided, monitored and reviewed.

People and relatives confirmed staff supported them to access the care and treatment they needed. People and their relatives did not express any concerns in relation to discrimination or inequality.

Staff and managers advocated on behalf of people to ensure they had access to medical services and supported people.

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 had their advanced wishes regarding receiving treatment if their health deteriorated recorded, and in some instances, this included information as to people’s funeral arrangements. Relatives told us they had been involved in planning for the future, including end of life care. A relative told us, “We have power of attorney and we’ve completed the DNACPR (do not attempt cardiopulmonary resuscitation) with the practise nurse from the surgery.”

Staff had received training on end of life care. We saw compliments staff had received from relatives about the care and treatment, including end of life care that had been provided to their loved one.