The Lawns

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 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.

Care plans showed a high level of person-centred detail, showing staff had worked closely with people, their relatives and others important to them to ensure all their wishes and feelings were recorded. Care planning was focused on each person’s whole life, including their goals, skills, abilities and how they preferred to manage their health.

People received care from staff who understood them as individuals and were committed to providing support that respected their identity, preferences and personal experiences. Care plans contained person-centred information, including people's life histories, preferences and daily routines. This supported staff to deliver care that met people's individual needs, strengths and choices.

People and their relatives confirmed staff knew them well and respected their wishes and preferences. Comments from relatives included, “They respect [my loved one’s] wishes when [they] don’t want to shower. Staff understand this and keep trying. They do manage to get [them] in sometimes. [Their] skin isn’t broken down despite this and lots of sitting so they are obviously looking after [their] skin well” and “We had been involved in putting the care plan together with [my loved one] and staff. Staff understand my [loved one’s] needs.”

Staff demonstrated a good understanding of people's backgrounds, routines and what was important to them, and used this knowledge to provide personalised care. Staff had spent time with people and their relatives to gain real insight, and demonstrated they knew people, their routines, wishes and preferences very well. Staff enabled people to participate in person-centred activities and encouraged them to maintain hobbies and interests. Care plans outlined people’s enjoyment of activities and went into detail about how staff might get the best responses from individuals. People were encouraged to have goals and aspirations for the future, and staff worked hard to help people achieve these.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The registered manager understood their legal responsibilities in relation to equality and human rights, including discrimination and protected characteristics, and they had a good understanding of how reasonable adjustments support equity in experience and outcomes. Staff had completed relevant training to ensure they understood inequalities and how to overcome barriers.

Relatives told us their loved ones had access to health care when needed and did not experience inequalities. Care plans reflected people's cultural and religious beliefs, personal preferences, life histories, health conditions and communication needs, and staff demonstrated a good understanding of how these influenced the support people received.

There were multi-disciplinary records in place and regular reviews of people’s care plans and risk assessments to ensure they were a true reflection of people’s current and changing needs. People with complex health needs, dementia or reduced mobility were identified through assessment and review processes. Staff adapted support and sought additional input from healthcare professionals and specialist services where required, helping to ensure care remained responsive to individual needs.

People and their relatives were encouraged to share their views through regular reviews, residents and relatives’ meetings, and day-to-day conversations. Comments from relatives included, “They phone me regularly to keep me informed. If there are any problems, they will always talk to me” and, “They hold resident and relative meetings. I work full time so can’t get to them, but I do get feedback from them so I can see what is going on. It is such a relief to know they are well cared for.”

This supported an inclusive approach where individual circumstances, preferences and protected characteristics were considered when planning and delivering care.

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 supported to make decisions about their preferences for end of life care and to express their wishes around advanced care. People’s advanced decisions and what mattered to them at the end of life was recorded within ‘Advance care planning and end of life’ part of electronic care plans. These included people’s religious beliefs and preferences. If people had specific instructions around resuscitation, this was also recorded and the relevant documents were held in care plans.

The provider worked well with external health and social care teams including palliative care specialists and others, to provide dignified and pain free deaths that were as comfortable as possible and to ensure any palliative care preferences and wishes were implemented and fully respected. Specialist palliative equipment and medicines were consistently available at short notice. Staff had received training in palliative care and understood the importance of people’s needs being met. Staff we spoke with showed empathy and understanding of caring for people at the end of their lives.