Britannia 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 under a new provider. 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 registered manager 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 need. Care plans and risk assessments were regularly reviewed with people to ensure they remained relevant to preferences and wishes for care. We saw where adjustments to people’s care was needed the registered manager took prompt action. For example, making sure people had the correct equipment to support their needs such as adjustable beds, wheelchairs and hoists. Where a person’s mobility had declined, the registered manager had been able to facilitate a ground floor room for them to enable easier access to the rest of the service.

The registered manager 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 registered manager enabled people to access the correct healthcare provisions for them in the local community. Reviews were supported with funding authorities, and the registered manager provided all the information required to social workers completing the assessments.

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service meets the requirements of the accessible information standard by identifying and recording people’s communication needs. People were provided with information in formats that suited their needs and staff frequently reviewed their communication needs with them. When first joining the service people were provided with information about the service in service user guides. People had opportunities to discuss their needs and preferences with staff who kept this information up to date for all staff to understand.

The registered manager 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 were given opportunities to provide feedback to staff during the morning community meeting or if they preferred during individual meetings with staff each day. Feedback from people was also gained during surveys and reviews of their care needs and preferences. People told us they were confident if they raised concerns or a complaint they would be listened to. The registered manager had systems in place to investigate and respond to any complaints received.

The registered manager made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their, mobility, communication and health needs. Staff had received training on human rights and avoiding discrimination considering people’s protected characteristics.

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 received training in the Equality Act and advocated on people’s behalf to prevent discrimination. Staff supported and empowered people to challenge decisions on their care if they did not agree with those decisions. This included supporting people to access independent advocates who could support them with making challenges to their rights under the Mental Capacity Act and Deprivation of Liberty safeguards.

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. Staff discussed with people how they wished to be supported at the end of their life. We saw care plans were detailed and individualised to how people wished to be supported when they were dying. Where people had had made decisions on resuscitation and funeral plans this was clearly recorded. Relatives’ views had been taken into account and their wishes were also recorded.