Henley 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 since its registration. 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.

Staff knew people’s individual needs, what was important to them and their likes and dislikes. Staff discussed people’s needs with them and sought their views when planning and making decisions about their care. This approach ensured people were at the centre of their care.

People’s needs, preferences and support requirements were documented in a comprehensive and personalised way in their care plans. Care plans covered a range of areas, including communication, nutrition and hydration, mobility, mental health, personal care, medicines, activities and any individual condition/behaviour people had, such as substance misuse.

However, some people’s care plans did not include key information about some of their specific needs. For example, for 1 person, information on their physical health needs was lacking. We raised this issue with the registered manager following the inspection visit and they made the necessary amendments to the relevant care plans immediately and sent us evidence of these.

The service understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

Staff ensured people received effective, well-coordinated and timely care and support from other health and social care services. They did this by making referrals promptly when needed and sharing information effectively. This minimised disruptions during appointments and reduced people’s anxiety.

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

People’s communication needs were documented in their care plan, including any adjustments they needed in this area. The registered manager told us information was provided to people in ways they understood and they were equipped to supply information in different formats if needed, such as in braille and other languages.

Staff encouraged people to share feedback and ideas and supported them to raise concerns about their care and support. They also involved people in decisions about their care and communicated any changes to them through regular casual conversations and scheduled meetings.

One person told us they felt safe and comfortable to speak to the registered manager and that staff listened to them.

Visitors had the opportunity to leave feedback when they visited the service, which the service used to improve the care and support provided to people.

The service had an up-to-date complaints policy. However, staff told us they had not received any complaints recently.

The service made sure that people could access the care and support they needed when they needed it. Staff considered people’s individual needs, preferences and protected characteristics when developing their care and support plans.

The service made reasonable adjustments to promote people’s independence, preserve their dignity and protect them from discrimination. For example, staff had supported a person to design their room according to their preferences and care needs. Due to their mobility needs, this person had access to an ensuite walk-in shower.

Staff supported people to access external services when needed.

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 respected people’s rights and wishes, listened to their views and supported them in achieving their desired and personal outcomes.

Staff received training in equality and diversity and were alert to discrimination and barriers that could affect the care people received. They worked collaboratively as a team and with external health and social care professionals to make sure people’s human rights were upheld.

This quality statement primarily relates to end of life care. At the time of the assessment, the service did not support anyone who was at the end of their life.