White Cliffs 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 assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation in relation to person-centred care. Improvements around how people’s support and care was planned and delivered were found at this assessment. The provider was no longer in breach of this regulation.

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’s support plans were personalised and included information about their life stories, relationships, equality and diversity support needs, interests and preferences. People were involved in their support and making decisions about their living environment. A relative told us, “[The person] is very pleased (with their home). It took quite a long time for them to choose how to personalise it, colours to use. They took interest in doing that themselves, also took plants from [family home] (to have in their home).” The relative explained that for them it was a sign the person felt comfortable and empowered to decide about their home and support. People were supported in a person-centred way during difficult life changes. A relative told us how staff supported a person during bereavement and ensured they could understand what had happened and received good emotional support at a difficult time. They commented, “I could not have done without their help. [Staff] made a very difficult situation better for [the person].”

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 were supported to access other health and social care services and to go out and do things they liked. The management team worked well with other professionals and ensured they communicated with them when needed, so people received integrated care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People could access easy read format information about the service, for example, in a form of ‘service user guide’. Staff knew people’s individual communication needs and communicated with people effectively throughout our visit. People’s relatives told us staff communicated well with them. A relative said, “[Staff] always asked for our opinion, always communicated if there are changes or issues, anything good or bad. They treated me like family. I can ring up and ask and [staff] are very quick to respond.” Another relative told us, “I have always been kept informed of any changes in his medical health issues.”

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. One person told us they frequently talked with or emailed the registered manager when they needed to raise or discuss something and felt listened to and respected with their queries being appropriately answered. A relative commented, “The manager is always willing to talk about any concerns and if he is not there, his deputy is also very helpful.”The provider had a clear complaints policy. The managers in the service responded to complaints appropriately and sought resolution for any issues raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us they received support to access health and social care services when needed. People were supported to have clear individualised records to support effective and equitable access to those services, for example, when they needed support to communicate or for other professionals to know what made them distressed.

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 communicated regularly with their keyworkers. A keyworker is a staff member who knows the person well and acts as an advocate and link between other staff and services to ensure the person is consulted, involved in their care and any changes in their needs are supported effectively and in a timely way. A staff member told us, “Key worker role is to coordinate medical appointments, general wellbeing, emotional support, assisting into community.” The coordinated and personalised support provided by staff ensured people had equal opportunities and their support achieved positive outcomes. A relative told us about how the support ensures good outcomes for their loved one, “[The person] has a life and not just an existence.”

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. A person told us how they were supported by staff to create their own advance care plan and present their wishes and preferences. They were proud of achieving this and ensuring their wishes were documented and known. People’s support records included information on their wishes around end of life and advanced care planning where these were known.