Benkhill 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 questiongood. At thisassessmentthe rating hasremainedgood.

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.

Care plans did not always reflect that people were at the centre of their care and treatment choices or that they worked in partnership with people, to decide how to respond to any relevant changes in people’s needs. People’s preferences around frequency of personal care were not always met and oversight was not effective. We shared this with the manager who said they would review this. Care plans were not always reviewed and up to date to reflect people’s changing needs and care plans for people in short-term care beds did not contain enough information. It was not clear that people and their relatives had been involved in care planning. However, people and their relatives told us they felt involved in their care and staff knew the people they supported well.

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. The staff at the service had long serving members of staff and people and relatives felt this had a positive impact on the care provided. The provider worked with the Integrated Care Board to offer short term care for people to avoid unnecessary hospital admissions or delayed discharges from hospital. Some people who were initially in a short-term bed had decided to stay at the home longer term following these stays.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff have received training on easy read information, and the manager told us how they adapted information for individuals. The provider uses technology such as hearing loops and talking clocks to support people with hearing impairments. The manager explained how they had worked with specialist to ensure environmental support could be provided for people with sight loss.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The provider sought feedback from relatives throughout the year, and people were encouraged to share their views in resident meetings. The provider created a “you said, we did” document which was displayed in the service to share action taken. Complaints were investigated thoroughly and professionally, with action taken to reduce reoccurrence.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured timely referrals to other healthcare professionals such as district nurses, speech and language therapists, occupational therapists and physiotherapists. Staff supported people to attend appointments if they needed this support and family were not 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. We saw how the provider had supported one person to navigate the housing system, alongside other external professionals, to secure housing which would have otherwise been inaccessible to them. Staff helped the person to choose and purchase items to furnish their home and supported with applying for financial grants.

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. The provider had spoken to people to discuss and document their end of life wishes.