Springfield Lodge Care 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 57 (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 records showed person-centred planning, including tailored communication approaches for people who did not speak English, and recorded individual preferences and routines. One member of staff described how they supported a person’s communication needs. They said, “We recently updated a plan for their night time routine and used google translate to help us understand and communicate.”

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.

The provider worked with relevant health and social care professionals to make sure people received joined-up care. Referrals were made regularly to healthcare professionals. People’s records included information about capacity and involvement of relatives for complex decisions. However, feedback highlighted inconsistency in timely access to GPs, which could affect continuity for some people. One person told us, “The one thing I can’t say is good is the ability to see a doctor.” The manager had recognised this issues and was already working with the local GP to address this.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

People had communication care plans in place which provided person-centred details in how best to communicate with the individual. Where people required additional support, such as different languages and picture books, this was effectively in place.

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.

The provider listened to people and involved them (and those important to them) in decisions about their care and support. Records showed family involvement in care planning and decision-making, including consultation with relatives where needed. People’s feedback included positive experiences of being able to speak privately with the manager. One person told us, “The manager is really nice and if I need to speak privately, she accommodates me.” Staff feedback also described an open and inclusive culture where concerns and ideas could be shared.

The provider took some steps to support equitable access, including adapting communication for people where required for example using translation tools and picture cards. The provider considered individual barriers to accessing care and support. However, people did share feedback regarding access to GPs locally and the manager was addressing this by making regular contact with GPs.

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.

People shared positive feedback regarding their day to day experience and being supported to take part in activities. We observed how the lounge area would be organised into different group areas so that people could be together in the same room but equally enjoy different activities of choice that suited to their interests and abilities.

A positive dining experience was also observed where people’s varied dietary needs were met equally with dignity, and people had the same choices.

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.

The provider had some arrangements to support planning ahead, including documented end of life planning where relevant and recognition of people’s specific arrangements.