Leyland 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 newly registered service. This key question has been rated Good.

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.

The provider ensured people’s care plans considered their physical, psychological, emotional and social needs. We observed individuals with different needs receiving support that was tailored and appropriate to their needs and preferences.

People confirmed they were involved in planning their support. People were able to set goals and had a role in forming their care based on their own specific needs and requests. One person told us, “They ask us all the questions about us, what we like to do, what we like to eat at the beginning so we don’t have to repeat ourselves”.

The provider understood the diverse health and care needs of older people and those living with dementia, so care was joined-up, flexible and supported choice and continuity.

Staff had access to a robust induction and training relevant to the group they supported, including dementia and learning disability training.

Staff worked flexibly and in a joined-up way with healthcare partners and unpaid carers. One relative attended daily to provide additional support to their relative.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us that they spend time with people when completing care plans to give them the best opportunity to understand them.

The provider retained a lot of good information regarding the various conditions of each person and had well-presented needs assessments on file to ensure peoples specific needs were met. The registered manager told us that this information was shared with other agencies where appropriate.

All staff had received training in GDPR and understood how to manage confidential information.

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.

The provider appropriately supported people to give their feedback, share ideas or make a complaint. This included enabling independent advocacy.

The provider held regular resident meetings where people were given the opportunity to talk about a range of topics such as menu planning, group and individual activities and what sort of changes they would like to see. For example, having a Netflix account for the communal tv and extra pillows for their rooms.

One person we spoke to confirmed they were free to speak to staff or managers to make various requests or to raise concerns or complaints.

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

The provider ensured the environment was accessible, and reasonable adjustments had been made to reduce physical barriers. For example, handrails were available throughout the building.

Staff were available through the night if people needed support in an emergency. A review of the digital recording system showed that staff were active during the night.

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 had training in equality and diversity to support their understanding of inequality, and information about protected characteristics was available in the service’s equal opportunities policy. Information regarding protected characteristics of individuals was recorded in their support plans.

The provider ensured people were supported to plan for important life changes, so they could have enough time to make informed decisions about their future

A review of the quality assurance tool showed that feedback is sought from people each month. Some took the opportunity to remark about what they would like to do in the future with one commenting that they would eventually like to live in their own flat. There were associated action plans to agree steps to achieve goals.

There was evidence to show that people were actively supported to reduce their reliance on staff support, to enable them to live more independently in the future.