Ferguson 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.At our last assessment 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 to decide how to respond to any relevant changes in people’s needs. However, some care plans needed further development as they contained conflicting information about the support people needed. People’s bedrooms had been personalised to suit their preferences. People and relatives were involved in planning care. A relative commented, “We are fully involved in care planning and kept up to date with any changes. We still feel a big part of [family member’s] life.”

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. Relatives confirmed their family members had access to healthcare services. A relative said, “The GP service they use is wonderful. They are so attentive.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be made in various formats depending on people’s needs.

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. People’s care was reviewed regularly and changes made as a result. A relative commented, “I attend 6 monthly care reviews, but they discuss anything with me in-between. They quickly pick up changes in [family member]."

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were always available to care for people at any time of day.

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 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 opportunities to discuss their future care needs. A person told us, “I couldn't ask for anything better than this. I will live my life out here.”