Eden 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 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. People’s care plans were person-centred and reflected their likes, dislikes and preferences about care and support. There were discussions with people and families before and after each visit so any changes and updates were clearly communicated and understood. A relative told us, "[Family member] has a choice between a bath and a shower. [Members of staff] give them choice. It is person-centred." A member of staff told us what person-centred care meant to them, “It is putting the individual at the centre of everything, treating each person as an individual, not just focusing on their condition or task. This includes, for example, supporting someone to get up at a time they prefer, rather than what is easiest for staff. I provide person-centred care by getting to know people’s routines, likes, dislikes and their backgrounds. I follow care plans to understand how they want to be supported, involve them in decision making, communicate in a way they understand. I encourage and support them to do as much as they can, respecting their privacy, dignity, and cultural beliefs. I also regularly review and adapt care if their needs or preferences have changed. I involve people by listening to their choices and including them in decision making about their care, this is recorded in their daily care plans and notes.”

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. People’s care needs were understood which supported continuity of care from home into the service. People were able to maintain regular routines and were supported to access day centres and activities they usually attended whilst at home.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. The care environment displayed information in a range of different formats including easy-read and photos. We saw photos of different activities and trips people had participated in whilst staying at the service. People were involved in developing newsletter and information updates which were shared with people and families who attended the service.

The provider 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 who stayed at the service were involved in meetings and discussions. The service worked with a local arts group to arrange and facilitate these meetings in a more creative way so people’s voices and ideas were captured in different ways and used to influence and support continuous service improvement. A relative said, "Staff always ring up the day before [family member] is due to visit to check if there are any changes to their care needs.”

The provider made sure people could access the care, support and treatment they needed when they needed it. The management team were knowledgeable about inequality which could disadvantage people’s access to care and support. They ensured timely and appropriate referrals were made to local health and care services as and when required.

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 had developed good partnership links with a local arts group to support different ways of engagement and involvement of people who used the service. There were opportunities for training and support for both people and members of staff. We saw people had been involved in a range of different activities including baking, cooking, crafting and trips out to the coast.

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 service was a respite care service and people stayed for limited periods of time which enabled both them and their families to have a break or a holiday. The service was able to support people at the end of their life if required and there were good relationships with people and their families so any plans about future care and support would be shared and implemented.