Swanage 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.

The last rating for this key question was 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.

People received person-centred care which met their needs and reflected their preferences. People told us they felt well cared for. One person commented, “I feel well looked after here.”

People were supported with their personal appearance and body image. They were encouraged to look after themselves and to take a pride in their appearance. There were enough staff to meet people’s needs at home and when they wanted to go to the local community.

People were supported to have joined up care from different services. Staff empowered them to understand about their health needs and supported them to attend appointments. People had started to take part in a range of community-based activities including clubs for people with similar interests. People told us they enjoyed these and met with friends outside of the home.

People were given the information they needed about their care. Everyone could understand and communicate in English. People received written information about the service. People knew who to ask if they needed more information. They told us they felt happy asking staff and managers for information. The staff facilitated group discussions and meetings to discuss things of shared interest.

The provider produced documents in easy-to-read formats to help people understand key procedures. For example, the complaints and safeguarding procedures. The staff supported 1 person to understand information and communicate their feelings to external professionals following an incident when another person harmed them. Staff found creative ways to encourage the person to speak up and explain their emotions. For example, using pictures.

Staff completed training to understand about effective communication.

People were listened to, and they were given the opportunity to contribute their views. They had regular meetings with staff to discuss their needs and the service. People told us staff listened to them. People knew members of the management team and told us they felt happy speaking with them. There was an appropriate complaints procedure. The provider had investigated and responded to concerns and complaints.

The provider supported people to access services within and outside of the home. They had helped 1 person source a hairdresser who specialised in catering for their ethnicity and hair type. They had helped people source, register and participate in adult education courses, women’s groups and social groups. They had also supported people to attend places of worship and access online religious services when people did not feel able to attend in-person services.

The provider had systems to protect people’s human rights and make sure their individual characteristics and needs were respected and met. Staff undertook training about equality, diversity and inclusion. Care plans included information about people’s individual needs and how these should be met. People were able to make choices about the gender of their care workers. People were supported to celebrate their religion and culture. Some people had intimate personal relationships outside the home. Staff supported people to stay safe and understand how to manage their personal safety.

People were supported to plan personal objectives they wanted to work towards. Staff helped them to understand and manage their own mental health, to look at ways to improve this and to set goals for personal development.

People living at the service and staff had experienced bereavement and loss in the last year when other people living there had died. People were supported to discuss and express their feelings and staff organised sessions to help people understand their bereavement.