Alsley 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 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 79 (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.

The provider ensured people’s care plans considered their physical, mental, emotional and social needs; and we observed people receiving different levels of support dependent upon their individual needs and preferences.

Staff worked with people and their relatives, to make sure they were involved in planning care and making shared decisions. Records evidenced relatives had been consulted when people’s needs changed. A relative said, “I was involved in [person’s] care plan. Managers also involved me in decision making, to move [person] to a new room.”

The provider understood the diverse health and care needs of older people, so care was joined-up, flexible and supported choice and continuity.

Staff had access to training, to aid their understanding of people living at the home. A staff member told us, “I have a good understanding of dementia and older people. We receive online training or extra support from the registered manager. They are really encouraging of staff training.”

Staff worked flexibly and in a joined-up way with healthcare partners, taking appropriate action when there were gaps in people’s care. For example, requesting funding reviews in a timely manner when people’s needs changed.

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

The provider met the requirements of the Accessible Information Standard by identifying, recording and meeting people’s communication needs. People’s care plans included details about their communication needs, and the registered manager explained information was read to people, or provided in different languages and larger print if required.

Digital systems meant compliance with General Data Protection Regulations (GDPR) was effective, and relatives were able to access people’s care records securely. The digital care planning system had been set up to enable remote access to people’s information, and relatives were able to log in as they wished.

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 had systems in place to enable people and their relatives to give feedback, share ideas or make complaints. Resident meetings were held monthly, and relatives were invited to complete online surveys and feed back about the service. There was a robust complaints procedure and details of how to complain were included in the service user guide.

People and relatives felt confident their views were taken seriously, and the service took appropriate action in response to a concern or complaint. A person living at the home said, “If I am concerned, I can let them know. I tell them and they sort it straight away.” A relative added, “We mentioned [person] wasn’t eating well on their soft diet and had lost lots of weight. Staff sourced different foods and desserts so they could have a treat.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The provider ensured the environment was very accessible, with reasonable adjustments having been made to reduce physical barriers to access. There were handrails, a range of mobility aids, and extensive remedial works had recently been undertaken to ensure ensuite showers were more accessible. Consideration had also been given to making the environment dementia friendly with pictorial signage, contrasting corridors and coloured toilet seats. Coloured toilet seats help people with dementia orientate, as the high-contrast colours make toilets easier to see.

Managers were excellent at facilitating access to other services. Records evidenced people being supported to make and attend routine and emergency appointments, and there were several examples of managers being proactive to ensure people received timely treatment. A relative told us, “[Person] had a visit from the GP and they prescribed antibiotics for an infection. It was out of hours, and the pharmacy had closed. [Deputy manager] picked up the prescription in their own time, driving to Manchester to get the medication ready for the following morning.”

Arrangements had been made to ensure managerial support was available out of hours or during an emergency.

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.

The provider’s policies included equality impact assessments to ensure they did not unintentionally disadvantage people, and the service user guide included information about the Alsley Lodge’s zero-tolerance approach to discrimination.

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’s ‘do not attempt cardiopulmonary resuscitation’ (DNACPR) statuses were recorded, and care plans documented advanced decisions and people’s end of life care needs. Staff were prompted to provide care in line with people’s wishes, and with the appropriate dignity and respect.

Staff commented positively on the standard of care people received at the end of their lives. A staff member told us, “End of life care here is amazing. A special box has been created with creams, candles and music to create a nice atmosphere. It’s a sad time, but staff are very good.” Thankyou cards from relatives were displayed, expressing appreciation for the high level of palliative care, and support people had received from staff at the end of their lives.

Managers were working with a local funeral home, to organise a session for people and relatives to create memory boxes and discuss end of life, encouraging communication about the subject.