Loganberry 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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 were positive about the way in which their care was provided. A person told us, “I don’t do activities as I’m happy watching TV and I get visitors. They help me shower and I get one when I want one. If I change my mind, they will go with that.” A family member told us, “The care is absolutely brilliant, no complaints, no worries. Fantastic.!” Another family member said, “[Relative] knows all the regular staff. They are very friendly, and happy to chat and responsive to any requests we make.” A third family member said, “The manager seems to have taken quite an interest in my [relative] and his recovery. The care has changed since they arrived, and they are doing more for themselves now.”

Care plans reflected people’s physical, mental, emotional, social and communication needs. Care plans were written in a person-centred way and detailed people’s life histories, personal wishes and preferences so staff got to know who they were and their life experience. Any changes in people’s needs were promptly addressed and updated in the electronic care planning system. Care plans were reviewed and updated with the person and/or their family members monthly.

Loganberry Lodge demonstrated their commitment to person-centred care through meaningful, experiences for people and their families. These included enabling a person with advanced dementia to rediscover their love of music and play the piano and hosting an in-home wedding to fulfill a family’s dream. Individualised support had transformed lives, such as helping a person overcome severe depression and regain independence and a sense of purpose, ensuring a person felt understood and ‘seen’ through their communication with Spanish speaking staff, and creating joyful, culturally sensitive moments like cooking authentic Italian pasta with a person’s own home-grown tomatoes.

Staff told us they worked in a person-centred way. A staff member told us, “We know residents well and their needs. If we are unsure on what a resident wants or needs, we will talk to them and walk along with them and try to understand what their needs are. Sometimes residents can’t always communicate what they need so we look for signs, for example looking at an empty glass or putting their hands near their trousers for toileting needs. Another staff member said, “I also like getting involved in activities with the residents when I can, because it keeps things meaningful and keeps the unit feeling warm and connected.”

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 provider offered long stay, short stay, respite care and emergency placements with people coming from hospital and their own homes. The service worked effectively with commissioners and other partners to ensure that continuity of care was well managed and ensured people moving between services had the least disruption as possible. A partner told us, “A recent situation shows how supportive the home can be. We sent a referral for someone who had previously stayed at Loganberry Lodge. The deputy manager contacted me straight away to say they had looked at the referral, spoken with family, and reached out to the hospital. They later confirmed that the person wasn’t yet medically fit for discharge. Even so, the home kept the room available until the person was ready. This meant the family didn’t have to start the process again or worry about finding another placement at short notice. Their flexibility made things much easier for everyone involved.”

People benefitted from a regular, stable staff team who knew them well. Staff were allocated to one unit to ensure consistency and teamwork. Staff confirmed that this enabled them to get to know people and build up good relationships and trust. This flexible approach supported the integration of staff and people into their unit community, making sure that care always remained responsive and respectful.

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

The provider was aware of the Accessible Information Standard (AIS) which sets out a specific approach to identifying, recording, flagging, sharing and meeting the information needs of people.

People’s ways of communication including any sensory needs such as sight and hearing had been assessed and recorded in their plan of care. These were well documented, clearly stated people’s preferences and needs around how to communicate. A family member said, “[Relative] is hard of hearing but can communicate. It was positive that staff realised their battery on their hearing aid was not working and changed this. They keep an eye on it.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Key documents, such as menus, feedback forms, prompt cards, activity planners, and the service user guide had been translated into people’s own language where their first language was not English. These included, Spanish, Italian, Polish and Lithuanian. This helped people better understand their daily choices, participate in planning their care, and express their wishes.

Staff were aware of people’s communication needs and used prompts and picture cards to aid communication with them. Whilst we saw information and activity boards and menus were displayed in text and picture form, these were not always as accessible as they could be. The provider agreed to look at how these could be improved.

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.

People and family members told us they were able to raise concerns and felt they would be listened to. A person told us, “It’s good wholesome grub. One of my favourites is Eggs Royale and I told the cook that and I got it. I eat in my room, but they’d take me to the dining room if I asked.” Another person said, “If I did feel I had a complaint, I would raise it and feel confident it would be dealt with.” A family member said, “I am more than happy. Any issues, we just speak to the manager, and it’s resolved.” Another family member told us, “No complaints about the staff at all.”

The provider had systems in place for people and relatives to give feedback, share ideas or complain about their care, support and treatment. They could do this in a way that met their needs. People felt confident that their views or concerns will be respected, taken seriously and treated compassionately. People and family members acting as ambassadors attended meetings, spoke with others individually about any concerns or suggestions, and brought this feedback directly to staff and management. They also participated in staff interviews, proposed the staff member of the month, and attended heads of department meetings, ensuring people and family members views influenced decision-making at all levels of the service.

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

Staff were able to tell us about reasonable adjustments such as the aids and equipment people had to support them to access the service and the community. People were supported to attend hospital appointments, and a staff member was provided where needed. Information about people’s needs and choices were accessible to staff for reference We saw evidence in care plans of people being referred to appropriate health professionals and the outcomes.

Barriers were removed so that people could access the premises and facilities freely such as going to other units for events and recreation. Where people were restricted in anyway, such as leaving the building alone, the necessary documentation was in place in their best interests.

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.

Staff had a good understanding of the people who used their service that were most likely to experience inequality in experience or outcomes and took steps to minimise barriers to inclusion and positive experiences. A staff member told us, “I have done the training called the Dementia Bus Experience. I was made to wear goggles to obscure your sight and headphones to distort sound and wear inserts in your shoes that make you unsteady on your feet. I found it a disturbing experience, but it did give me some kind of understanding about what people with dementia are living with all day every day.”

The service actively removed barriers to ensure equality, inclusion, and person-centred care. This included translating key documents into people’s own languages, allocating multilingual staff, and celebrating cultural traditions to promote belonging. The service provided a safe and inclusive environment for people to express their sexual orientation and identity and to maintain their relationships. Physical barriers were addressed through adaptive measures that restored independence and dignity for example reviewing restrictive measures, such as bedrails, and replacing them with less intrusive alternatives, like sensor mats and LED pathway lighting, to promote freedom while maintaining safety.

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’s care plans provided staff with the necessary information about people’s wishes and preferences towards the end of their life. These had been discussed with them and their family members or representatives. Where people had not wished to discuss their wishes at the time of their admission, or during review, this was respected and noted so it could be reviewed with people and their family when appropriate.

Loganberry Lodge had been awarded the Gold Standard Framework accreditation in end of life care since September 2023. The team worked closely with an established multi-disciplinary team including the local hospice, district nurses, GPs, and allied health professionals to create coordinated, responsive, and holistic care plans. This collaborative approach ensured that people’s physical, emotional and spiritual needs were met.

There were several provisions in place to provide people and their families with respectful end of life care. This included the ‘Forget Me Not’ initiative which offered companionship and meaningful conversations tailored to people’s memories and interests. Comfort baskets with people’s favourite books, music, creams, scents, blankets and photos were provided. A yellow ribbon on a person’s door signalled the need for quiet reflection and respect when someone was nearing or had reached the end of their life.

All staff had been trained in palliative and end-of-life care, with end-of-life champions who have completed additional specialist training to support staff. The service hosts reflection sessions for staff and bereavement support groups for families. The registered manager told us, “Many families who lost their loved ones not only visit us and other residents but also volunteer to support. One family member is an ambassador for relatives and is very involved with meetings and activities. Many others come to visit, follow our social media channels and attend events.”