Sandiacre 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 service. This key question has been rated 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 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.Care plans contained personalised information about people which included their interests and the people who were important to them. Staff demonstrated how they knew people well, we observed staff to be engaging with people and spending time supporting people with their chosen activities. People were supported to pursue their interests and hobbies such as swimming, trampolining and getting out and about on public transport.

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. Staff worked with external professionals to ensure people’s health and wellbeing needs were met. We found prompt action had been taken when people’s needs had changed, appropriate referrals had been made to ensure people had access to services that could provide further support to them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider ensured information was available in a range of formats. For example, information about the service was available in easy read, large print and pictorial formats. People’s care plans detailed their individual communication needs and provided guidance for staff on how to recognise, interpret, and respond to the signs and movements people used to communicate.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider had a complaints policy in place and relatives told us they were aware of this. One relative told us, “I have no complaints whatsoever, I think they would take it seriously if I did”. Relatives also confirmed they felt involved in their family members care planning.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff routinely contacted and liaised with healthcare professionals to ensure people’s health needs were met. Staff also advocated for people to access healthcare environments and ensured reasonable adjustments were made so people could do so comfortably.

Staff and leaders had not always actively listened to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. Staff had received training in equality and diversity; however this was not always embedded into practice. We found one person had a specific cultural diet and the protocol in place was not clear on how staff could consistently support this. We raised this with the registered manager who took action to address the issue

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider took people’s known preferences into account when organising future events and activities. Care plans included details of the outcomes identified as being in each person’s best interests when they were unable to make these decisions themselves.