Lord Hardy Court

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 75 (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 by staff who knew them well and understood their needs and preferences. The provider had a keyworker system in place enabling a staff member to act as a person’s advocate. People were supported to personalise their bedrooms to their own tastes and people were proud of their personal space.

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. There was evidence of staff working alongside healthcare professionals to achieve safe and effective care and support. Staff communicated well with external healthcare professionals and followed their guidance. External professionals complimented the staff for the way they engaged with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had a service user guide and key worker information was available in people's bedrooms. Information such as menus, activities and events and procedures for things such as safeguarding and complaints were displayed throughout the service. Signs were in place throughout the service to assist people to navigate around their home.

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. People had access to a complaints procedure and were supported to raise issues. The provider made changes to practice to improve the service when required.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Signage was available around the home to assist people to navigate around. People had access to outside space and small garden areas were appropriate and individualised.

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’s care plans detailed their expected outcomes and staff ensured they took action to improve people’s experiences. People’s wishes and aspirations were also noted and where possible people’s wishes were met.

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. End of life care wishes recorded and planned in care plans and included details about funeral plans and people's wishes. Staff were compassionate and understanding when supporting a recently bereaved family, who were overwhelmed by the support staff had shown to them and their family member.