Middleton 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 provider 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 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 contained personalized information about people which included their life history, interests and people who were important to them. However, we did find in one person’s care plan that it contained wording which was not compassionate about their needs. We discussed this the registered manager who agreed to take immediate action to address this. The registered manager told us of the support they were providing staff with to ensure care plans were written respectfully and in line with best practice. Staff demonstrated how they knew people well, we observed staff to be engaging with people and spending time listening to them.

The provider 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 and staff team worked together across health and social care to provide coordinated and quality care for the people they supported.

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

People were supported with their individual communication needs. Assistive technology was used to support people with their communication needs. For example, we saw a person had a talking clock which informed them of the time. There was a variety of information displayed for people and their relatives about living at Middleton Lodge Care Home as well as other care related information. The home also produced a monthly newsletter information included was staff profiles, feature on residents and upcoming events.

The provider supported 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 and relatives felt comfortable in raising any issues or concerns and could approach the registered and deputy manager. Complaints were investigated with actions taken as required to improve outcomes.

Feedback was received from people and relatives on the quality of the care and service provided. A person told us, “Yes we had a questionnaire to complete they do listen to us.” Meetings were also held with people and relatives which gave them the opportunity to ask questions, and they received information which included activities and well-being.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had systems in place to ensure people had access to medical care. People had access to healthcare professionals such as a GP or when emergency healthcare was 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.

The provider ensured people they supported were treated fairly and not discriminated against. The registered manager and staff understood how to recognise discrimination and inequality that could disadvantage individuals. The service supported people’s individual preferences and likes, including their cultural and religious needs. For example, the service had links with churches who delivered bible studies on alternative months.

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.

The provider ensured people’s future wishes were recorded in their care plans. The management team told us how they worked with external professionals to ensure staff had access to specialist advice and support to ensure people’s needs were met when they were receiving end of life care.