The 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 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.

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 were supported to take part in activities and maintain social engagement. We observed structured group activities taking place, including exercise sessions and quizzes, which created a positive and inclusive atmosphere. One person said, “I love a quiz.” There were also regular opportunities for community involvement, including outings and external visits.

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 experienced continuity of care from a consistent staff team who knew them well. This supported staff to understand people’s needs, preferences and routines. A relative said, “I always see the same staff.”

People were supported to maintain important aspects of their lives, including their religious and spiritual needs. We saw evidence of external involvement, for example visits from a vicar, which supported people’s wellbeing and sense of connection.

Overall, the provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People were supported with information to help them make choices about their care.

We observed the use of show plates on one unit, which supported people living with dementia to understand meal options. However, this was not consistently seen across the service, which meant people may not always have been supported as effectively as possible to make informed choices. In response, the management team told us this approach should be used across the service and said they had reinforced this with staff and would monitor practice through observations and audits.

People’s care plans contained information about their communication needs, which supported staff to adapt how they shared information. Relatives also spoke positively about communication and told us they were kept informed about their family member’s care and any changes.
 

The provider made it easy for people to share feedback, raise concerns and make complaints about their care, treatment and support. Staff involved people in decisions about their care and shared information about any changes made as a result of feedback.

The provider had systems in place to record and manage complaints, and to gather feedback through online reviews, sign-in systems and residents’ and relatives’ meetings. People and their relatives confirmed they felt able to raise concerns. One person said, “If I’m not happy I would tell one of the seniors.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to attend external health appointments and activities. A relative said arrangements were made to support people to attend their appointments if they were unable to attend.

Staff and leaders actively listened to information about people who may be more likely to experience inequality in outcomes and tailored care, support and treatment in response. Systems were in place to gather feedback, including through residents’ and relatives’ meetings, keyworker sessions and day-to-day interactions, which supported staff to understand people’s experiences and adapt care accordingly.

We identified that although the provider had considered people’s needs respectfully in care plans for the end of their lives, these care plans were not always personalised enough, increasing the risk of people’s final wishes not being fully upheld.

In response, the provider told us they would improve the personalisation of end-of-life care plans through staff guidance, care reviews, and ongoing audits.