Leofric 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 told us they had been involved in planning their care and reviews. One person said, “We work as a team, and I feel very privileged. I can honestly say that I can’t fault the staff.”

Care records were person centred and included how the person wished to be supported. One staff member told us, “The care plans are really helpful and tailored to each person and their needs."

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 received support from a consistent staff team. One person told us, “Staff know and understand my needs.”

Staff worked well with external professionals, for example, community nurses and GPs to ensure people received the support and care needed.

A healthcare professional said, “I feel it is a lovely service to visit, clean, friendly and staff are always on hand to support both us and residents. I have no concerns and feel the service works well."

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

People’s communication needs were recorded in their care plans including if the person used hearing aids. One person who could not communicate verbally had been provided with a communication board which they could use to inform staff of their needs and choices for example, “I am in pain,” and “I need to have some pain relief.”

The district manager told us if required, written text could be translated or enlarged to provide people with information in a format, accessible to them.

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 using the service told us they felt listened to by the staff team. One person said, “We have regular chats, every 3 months or so, when they ask me if I’m happy with the service. Staff are amazing. Residents’ meetings take place monthly, and I find them useful. They listen and are open to ideas.”

We saw examples of feedback gathered from people regarding the overall service they received through regular reviews and annual surveys. This included ensuring people were happy with the service provided and any suggestions for improvement. People knew how to complain, if needed. One person told us, “I have made a complaint in the past and the manager listened, and we got it sorted.” 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, “Information is shared with us and noted in the professional visits log, so all staff are kept up to date on any changes."

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 and felt safe living at Leofric Lodge. During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff.

People had access to appointments with health and social care professionals when needed. 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.

At the time of our inspection no one was at the end stage of their life. However, records showed people had been supported to identify their wishes for future and end of life care.