Hatfield Peverel Lodge Care Home

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 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 in place and provided clear guidance to staff on how to support each person in a way that respected their wishes and preferences. These plans were reviewed regularly, with a “resident of the day” programme in place to involve people and their relatives in the review process.

Staff demonstrated an understanding of people’s choices and preferences. One staff member said, “Whatever is in their care plan is personal to them, all their likes, dislikes, family history. One person likes Smooth Radio, football, horse racing. They call me the man from Manchester, and they prefer to stay in their room. I get to know about people’s needs from their care plans, and I attend handovers.”

The service had introduced a chicken coop in the garden, which created an opportunity for one person to be encouraged to go outside and feed the chickens. The person’s family told staff that the person had never left the home in their previous care setting.
 

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.

Staff worked with external professionals to maintain continuity of care. Care plans were regularly reviewed and updated to reflect changes in people’s needs. People told us they felt supported and reassured by the consistency of staff and the smooth handovers between teams.

A professional told us about one area of the service they visited, “The carers are engaged, ask questions, completely in the know with our treatment.”
 

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

As part of the pre-admission process and ongoing care planning, the service identified and recorded people’s communication and information needs. These were regularly reviewed as part of the review process.

The provider had an Accessible Information Policy aligned with the Accessible Information Standard, ensuring that people received information in formats that suited their needs and preferences. Communication aids such as large print text, audio books, and easy-read formats were available if people needed this.

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.

The provider had a complaints process in place, and we saw records where this was used, and people’s complaints were responded to in line with the policy.

Forums such as resident and relative meetings, surveys and reviews gave people the opportunity to express their views. Outcomes from these meetings were recorded, with progress updates shared at subsequent meetings. Quarterly newsletters were sent out to further update people and relatives about any updates from the service.
 

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

Records confirmed that referrals for additional support for people were made in a timely and appropriate manner. Staff worked proactively to ensure people’s health and wellbeing needs were met without delay.

A staff member told us, “All residents have access to GPs, chiropodists, hairdressers — all are treated equally and fairly. There is no discrimination.” This reflected the inclusive and equitable approach to care provision.

A variety of aids and adaptations were available to support people’s individual needs and promote independence. These included mobility aids, specialist equipment, and environmental adjustments tailored to each person.

The service maintained strong links with local social care and healthcare organisations, enabling people to access external services when required.
 

Staff and leaders actively listened to and responded to the needs of people who may be at risk of experiencing inequality in their care experience or outcomes.

Care, support, and treatment were tailored to reflect each person’s background, preferences, and communication needs, ensuring equitable access and outcomes for all.

Staff had received training in equality and diversity and demonstrated awareness of the importance of inclusive care. One staff member told us, “We are a culturally diverse home with staff and residents from different backgrounds. We hold Bupa festivals. People’s and staff’s cultures are celebrated.”

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.

Care plans contained information about people’s preferences and wishes at the end of their lives. Decisions were recorded about people’s wishes regarding receiving treatment if their health deteriorated. For example, some people had ‘Do not attempt cardiopulmonary resuscitation’ (DNACPR) and Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms in place. A ReSPECT form records a person's wishes and clinical recommendations for emergency care, especially if they can't communicate. It helps ensure treatment decisions reflect their values and preferences.