Grasmere 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 the 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.

Staff made sure people were at the centre of their care and treatment choices and worked in partnership with them when responding to changes in their needs. Care records were written in a person-centred way and gave staff detailed guidance about how to provide people’s care and support. Assessments and care plans reflected people’s health conditions, preferences and personal goals. Staff knew people well and used trusting relationships to help them make positive changes, develop independence and take part in meaningful activities. A person said, “If I need anything staff are around to help and I find they really care about us.”

Staff understood people’s diverse health and care needs and provided joined-up and flexible care that supported choice and continuity. Staff worked collaboratively with health and social care professionals and acted as advocates to help people access appropriate care and treatment. They noticed changes in people’s physical or mental health and took timely action. Professionals found staff communicated promptly, responded flexibly to requests and liaised effectively with community mental health teams and primary care professionals.

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and way they could understand. Communication plans were in place. Staff told us they understood people’s communication needs. People’s communication needs were also shared appropriately with healthcare professionals when they accessed external services. Care plan reviews, keyworker sessions, resident meetings and day-to-day conversations were used to check that information remained accessible when needs changed.

Staff made it easy for people to share feedback and ideas or raise concerns about their care and support. Staff involved people in decisions and acted on the issues they raised. People said the registered manager and staff were approachable, listened to them and responded to their concerns. The management team had appropriately responded to complaints about behaviour that affected other people and the environment. Relatives also said they were involved and kept informed about their family member’s care.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff understood people’s mental and physical health needs and worked with external services to secure appropriate assessment, treatment and support. They also supported people to attend healthcare appointments and access community opportunities. Staff worked with GPs, mental health teams, social workers, occupational therapists, substance misuse services and other specialists. Staff also supported people to overcome personal barriers to community access. A professional described how a person who had previously rarely left their home began accessing the community with staff and peer support and travelled by bus for the first time in years. This showed how staff adapted support to the person’s circumstances and gradually increased their confidence.

The management team listened to information about people who might experience inequality and tailored care, support and treatment in response. Care planning considered people’s cultural backgrounds, religious beliefs, disabilities, communication needs, gender identity, sexuality and personal preferences. Staff completed training in equality, diversity, human rights and person-centred care to support respectful and inclusive practice.

Staff supported people to plan for important life changes and make informed decisions about their future. Planning was proactive, personalised and focused on people’s strengths, aspirations, independence and recovery. Staff worked with people to identify goals and put practical support in place to help them achieve these. People had become part of their local community and were supported to take on valued roles, including voluntary work and participation in local groups. A relative found their family member’s health and wellbeing had improved since moving to Grasmere Lodge and they were able to carry out a voluntary role in the community.