Compassionate 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.

This is the first assessment for this service. This key question has been rated 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.

People’s strengths were promoted through person-centred care planning, and people were involved in this process.

Staff were able to escalate changes swiftly and work in partnership with people and other organisations to ensure people’s needs were met.

A professional told us, “They [Staff] communicate effectively with myself and others involved in people’s care and seek advice and support promptly whenever there are concerns or incidents involving 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.

The provider supported people to remain connected to their local community and promoted choice, independence and continuity of care. People appeared relaxed and comfortable in their home and with the staff supporting them. We observed positive interactions both in the home and when people were out in the community.

People were able to move freely around the home and access outdoor areas.

The provider had taken steps to address concerns raised by neighbours and foster positive community relationships, supporting people's inclusion and participation in community life.

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

Information in people’s care folders was personalised, accurate and kept up to date. People were able to have their information in a format that suited them, and the registered manager told us how they had made adjustments to documentation and communication with people previously when this was needed.

Staff told us they were kept informed of any changes to people’s needs through handovers before their shift. A staff member told us, “There is good communication which help us to avoid errors and prevents misunderstandings.”

A professional we contacted commented on the staff always being well prepared for their visits and told us, “They have all the information I require to hand.”

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, relatives, and staff consistently told us they felt comfortable raising concerns or sharing feedback. They were confident that matters raised would be listened to, addressed promptly and used to support improvements where required.

People were supported to have a voice in how the service was run and in decisions about their own care. Resident meetings provided opportunities for people to share their views, preferences and experiences, whilst care planning processes encouraged their involvement in decisions affecting them.

Relatives were regularly invited to provide feedback through surveys. The provider reviewed and analysed responses to identify what was working well and where improvements could be made.

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

People were supported by attentive staff who monitored their health and wellbeing and made timely referrals to relevant professionals when concerns were identified.

Staff described how they did this in practice, and records demonstrated appropriate action had been taken.

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 supported by a multi-disciplinary team and received care which was suitable to meet their needs with relevant health and social care professionals involved in supporting each person to achieve their individual outcomes.

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 were encouraged to think about and plan for important life changes, enabling them to express their wishes, preferences and future goals. Care records reflected people's aspirations and contained guidance for staff on how to support them in achieving these. Records were regularly reviewed to monitor progress and ensure support remained relevant to people's changing needs.

People's end-of-life wishes were also considered and documented where appropriate. Whilst nobody was receiving end-of-life care at the time of our assessment, some staff told us they had completed end-of-life training to support their knowledge and understanding in this area.