Cartmel Grange

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 of this key question, 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. Care plans were reflective of the person-centred care we observed. People’s individual requests were seen to be acted on. One person said, “My family were asked about me and my needs. I can tell the staff if I have a problem, and I know it will be dealt with. Sometimes simple things like having a hot drink later in the evening. It helps me sleep. I asked them and now the staff bring it to me later as I prefer.” A relative told us, “The home keeps a good check on my relative’s medications and if there any changes they tell me about it.”

The provider understood the diverse health and care needs of people and staff demonstrated they knew how to manage peoples specific needs, so care was joined-up, flexible and supported choice and continuity.

People and relative’s, we spoke with were very satisfied with the care and treatment they were receiving. The home worked closely with a variety of local health care professionals and with commissioners. The local authority and quality leads we spoke with had no concerns currently with the provision.

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

Relatives told us they were kept informed about people’s appointments and what was going on in the home. A relative told us, “My spouse and I feel very much part of a good community in the home we are kept informed of everything that’s going on including what’s going on locally.” Information about people in the home was kept securely via electronic records which staff could access readily. Staff understood people’s communication methods and styles and provided information in a way which met people’s differing communication needs. Where people were non verbal the staff had devised and used appropriate cues to establish effective communication.

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. Peoples concerns and complaints were recorded and responded to. The service had not received any complaints in the last 12 months. The registered manager said she addressed any concerns as when they arose. People told us if they had a problem they knew who to talk to. People and their relatives were provided with opportunities to give feedback on the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s needs and what reasonable adjustments they needed had been implemented to ensure people had equal access to services.

The home was easily accessible for those with mobility difficulties and who used specialised equipment to move around independently. There was an on-call system covered by the senior management team to ensure out of hours support was available.

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 were treated equally and their care and treatment was adapted to meet their individual needs.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s needs and what reasonable adjustments they needed had been implemented to ensure people had equal access to services.

The home was easily accessible for those with mobility difficulties and who used specialised equipment to move around independently. There was an on-call system covered by the senior management team to ensure out of hours support was available.