Apex Prime Care - Nightingale 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 service met people’s needs.

This is the first assessment for this newly registered 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 service 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 and family members told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date. During conversations with staff, it was clear staff, and management strived to provide person-centred care. One relative told us, “I have witnessed over the months how personal the service is there. I have friends with relatives in care homes that don’t have it so good.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Records showed people’s care was provided by regular staff where possible. Communication between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required. One person told us, “As soon as they [managers] realised I needed extra support they talked to me about it and then organised the personal care time quickly.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves. People were provided information in a format suitable for their needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The provider had a complaint policy and processes to manage any complaints. Records showed people had been responded to in line with the provider’s policy and people were happy with the outcome. A relative told us, “The managers are very open to listening to ideas or working out how to overcome an issue. I think they are amazing.” Another relative said, “The management find out what people want and organise it. There is a shop that visits on a Tuesday so people can buy everyday items without having to go far. They have activities, afternoon teas, events where everyone sits and chats, including staff.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights. People lived in their own apartments within the complex which also housed a restaurant run by an outside company. The registered manager told us how they supported someone to access the restaurant so they were able to talk to everyone by making sure everyone could sit where they wanted and not be excluded.

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 treated people equally and without discrimination. People and family members were positive about the care and support they were receiving. The registered manager told us staff completed a lot of training in human rights and diversity, and they are always listening to ensure people are ok and no one is discriminated against.

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. At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Training had been provided for all staff and policies and procedures were in place for end-of-life care to support staff.