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 71 (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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs. We found that care records were written in a person-centred manner, which overall provided sufficient detail to assist staff understand how to deliver the support people needed. However these could have been strengthened with more detail around working with people to manage their mental health and addictions, which the registered manager immediately addressed. A person said, “Staff are always around and I can always talk to them about what I need.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A visiting professional said, “Staff understand people’s needs and are good at working with individuals who have complex needs and have experienced difficult lives.”

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. We observed staff effectively supported people to fully express themselves.

Staff made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People confirmed they knew how to raise concerns. A person said, “[Registered manager’s name] is easy to talk to and sorts any concerns I have out straightaway.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with staff showed they understood how to access specialist health or social care support people might need.

The staff team 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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ needs 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. People reported staff were very capable at supporting them to plan for the future and work with them at the end of their life. A relative said, “The staff are wonderful and they make sure [person’s name] gets all the help they need.”