Godiva 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 inspection we rated this key question good. At this inspection 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 and relatives told us they had been involved in planning their care and reviews. One relative told us, “I’m very happy with the staff. I think they understand [Person’s] needs, they appear to know her well.”

Care records were person centred and included people’s individual needs, preferences and routines and were accessible to all staff.

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 were supported to obtain help from health and social care professionals to ensure they received the care and support needed to achieve positive outcomes. Staff advocated for those people unable to communicate their needs.

People were referred to specialist health teams where appropriate in a timely manner.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

People’s communication needs were recorded in their care plans including if the person used hearing aids. Strategies were in place for staff to follow when supporting 1 person to communicate as they often found it harder to express themselves when upset and confused.

During our visit we observed staff communicating effectively with people.

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 and relatives had opportunities to offer suggestions and give feedback about the service through resident and relatives meetings and annual surveys. Feedback provided was analysed and used to identify areas for improvement. For example, people had shared they wanted to enjoy time in the garden during the summer and the lounges to feel more homely.

In response, the provider had involved people in choosing the colour scheme and decor for the ‘Godiva Inn’ and lounge leading into an internal garden area. This had created a relaxed and accessible space for people to entertain their visitors.

People and relatives knew how to complain, if needed. One staff member told us, “I would be sad if there was a complaint, but they do happen. I would do everything I could to sort it and tell the manager as well.” We saw when complaints had been received these had been recorded and responded to promptly by the registered manager, in line with the provider’s policy.

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

The management team understood how to access specialist support should this be required and had developed links with the local health and social care teams.

Daily handovers included updates on people’s health and wellbeing. One staff member told us, “Any changes are shared during handovers and updated in the care plan. We have good communication; we try our best to meet high standards of care."

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 told us they were happy living at Godiva Lodge. Comments included, “I’m happy living here,” “They do their best for me I think,” and “I came to the home 3 years ago, my care is very safe.” Relatives spoken with said they felt their loved ones were safe and happy at the home. One relative told us, “I’m glad [Person] is here, they are very good to her.”

During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff.

Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

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.

Staff worked in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.