The Lodge - Dementia Care with Nursing

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 did not always make sure people were at the centre of their care and treatment choices.

People did not always have a choice about what activities they could participate in, and some guidance for staff was not always specific to the person. However, staff recorded their care notes in a person-centred way, and people’s rooms contained personal items, and were decorated to feel homely and comfortable.

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 tried to make sure that staff teams were consistent and used the same agency staff from 1 agency. Staff had good knowledge about the health needs of people. The managers took timely action if people’s needs changed, which meant support could be increased or reduced as necessary. The managers worked with health and social care partners to make sure people received the correct levels of funding to meet their needs.

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

Pre-assessment records captured information about people’s communication needs and preferences. The provider could adapt information according to people’s communication needs and people had access to information about the service.

Staff completed training around GDPR and understood that information needed to be stored securely.

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.

There was a complaints policy and people and relatives knew how to give feedback about the care. People we spoke with said they had not needed to make a complaint. The provider sent out questionnaires and arranged review meetings. The provider used social media as another method for people and family members to share feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The building was purpose built with the needs of people with dementia fully considered throughout the design phase and was accessible. Appropriate signs and pictures were used to support people living with dementia. Families could have fobs to the building following a risk assessment, to make visiting flexible and accessible.

Managers were on-call out of hours including weekends, alongside a rota for the senior management on call system. Staff were informed of the on-call arrangements should they require support or guidance.

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.

Staff and leaders understood that people they supported may face discrimination. Staff advocated on behalf of people who were living with dementia, to make sure they could access resources in the community. Staff took account of people’s protected characteristics within their care plans and made sure people with physical disabilities had the right aids and adaptations. Staff undertook relevant training regarding equality.

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 were supported at the end of their life to discuss their wishes and preferences; staff involved family members where appropriate. Information was captured in people’s care plans to guide staff. Staff undertook some end-of-life training but said they would appreciate more in-depth training.