Park Lodge Care Home

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.

People were receiving a service that met their care and support needs. There was a plan in place to improve activities for people.

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.

People’s care plans were person centred and reflected their individual preferences, life histories and wishes. People told us they and their relatives where appropriate, were involved in planning and reviews of their care and support needs. One person commented, “The staff know me very well and all that I like.” Another person said, “The staff know and remember my preferences.”

Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. Health and social care professionals told us they visited the service on a regular basis to discuss and respond to people’s care and support needs. These included a GP, district nurses and the community mental health teams amongst others. Records showed that staff referred people to other professionals when required.

People were provided with information about the service and other services they could access in formats that met their needs. For example, we saw information about activities, and mealtime menus was provided in large print. The registered manager told us information could be provided to people in large print or translated into different languages if required.

The provider had a complaints procedure in place; we saw copies displayed throughout the service. A person using the service told us, “I haven’t had to complain, what would I complain about, I have a room and warmth.” A relative commented, “I always speak to the manager, she does get things sorted out.” The provider had a complaints log; however, the manager told us they had not received any complaints about the service.

Meetings for people using the service were held to listen to their views. We saw the minutes from a meeting held in October 2025. Issues discussed at this meeting included the complaints procedure, activities, fire safety, food on the menu and maintaining independence. A person using the service told us, “Of course the staff listen to me and anything they can do for me, they do.” Another person said, “The staff definitely listen to me.”

We saw the action plan from a resident’s survey. This included positive feedback and actions where feedback was less positive. For example, one person said people were going into their room. The registered manager gave them a key for their room and explained they were at liberty to lock their door.

People were supported to access the care, support and treatment they need when they needed it.A visiting health professional told us they visited the service every week to help people with their medical needs. They said the manager and staff were helpful when they attended to service and they were proactive when it came to supporting people with their needs. The manager and staff knew people well and they followed any advice they gave them.

People’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy, and procedure and staff had received training to understand this. A staff member told us the home supported people from different cultures and backgrounds. They said the staff team reflected this ethnic mix too and therefore were able to support people effectively. For example, staff supported people with their cultural diets, skin and hair care needs and communication methods. They told how one person using the service whose first language was not English was able to converse with a staff member who spoke their language. Another person was able to watch television programmes in their preferred language.

People were cared for and supported at the end of their lives. Peoples end-of-life care wishes had been sought, and plans were in place to make sure these wishes were respected. A health care professional from the GP practice told us they us recently they had a terminal patient and the whole service pulled together to ensure everything went well for them at the end of life. The staff went above and beyond and as a result the person had a peaceful, calm, comfortable death.