Acer 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 registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 received personalised care and support which reflected their individual needs, preferences and wishes. People, and where appropriate their relatives, were actively involved in planning and reviewing care, helping to ensure support remained responsive to changing needs and circumstances.

Relatives told us they were involved in decisions about their family member's care. One relative described how they had been consulted when their family member's needs changed and additional safety equipment was introduced. Records showed care plans were regularly reviewed and updated to promote people's safety, wellbeing and independence. Care documentation also detailed people's individual likes, dislikes, routines and preferences, enabling staff to provide care in a way that was meaningful to them.

People and their relatives told us they felt listened to and kept informed about care and support arrangements. One person said, “Care plans are not my job! I leave that to the staff. I am well looked after so why would I need to worry.” A relative told us, “I am kept very well informed about my [family member's] care and his daily progress. Any changes are always discussed with me.”

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 benefited from coordinated and compassionate care delivered by staff who worked effectively with other health and social care professionals to ensure their needs were met. People and relatives spoke positively about the support they received to access healthcare services. One relative told us, “They are on the ball with hospital appointments; everything is being dealt with.” A person said, “The doctor can always be seen if you ask but staff will make an appointment if they think you need one.”

Staff acted promptly when people's health needs changed and worked closely with external professionals to achieve positive outcomes. Recommendations from healthcare professionals were recorded and shared with staff to ensure continuity of care. Records showed when people's needs changed, further advice and specialist input were sought, and care was adapted accordingly. This helped ensure people received responsive, joined-up care that promoted their health, wellbeing and quality of life.

A visiting health professionals said staff worked collaboratively with them to support person centred care.

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

The provider was committed to ensuring people and their relatives were fully informed, empowered and involved in decisions about their care and support. Comprehensive information was made available from the outset to help people understand the service, its values and what they could expect from their experience at the home.

People and relatives received a detailed guide, ‘Your Life Well Lived at Acer Lodge Care Home’, which provided accessible information about the home's philosophy, values and approach to supporting people to live meaningful lives. The provider also offered an online induction to enable understanding of the service, opportunities to ask questions and seek clarification about any aspect of care and support. This proactive approach helped essential information to be shared in a way that met people’s needs and preferences.

The provider was highly responsive to people's individual communication needs. Communication requirements were assessed before people moved into the home to ensure information could be provided in a way they could understand. Where required, adjustments were made to support effective communication. For example, arrangements had been implemented to support a person whose first language was not English, ensuring they could access information and express their views effectively.

Information was available in a variety of formats to promote understanding and accessibility. Care records contained detailed guidance about how each person preferred to communicate and any support they required, enabling staff to engage with people in a way which respected their individual needs and preferences.

Leaders had supported staff to learn sign language to enhance communication with people who were deaf. The training provider shared they found staff to be engaged and keen to learn. This demonstrated a commitment to equality, inclusion and ensuring people could communicate confidently and effectively with those supporting them.

During the inspection we received information two family members felt communication could be improved. We shared this with the provider for their consideration and reflection.

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 and those important to them were given regular opportunities to share their views about the service through surveys and feedback processes. Feedback was actively reviewed, with themes identified and analysed. Action plans were developed in response, clearly detailing the actions required, who was responsible for completing them, and the timescales for completion.

People and their relatives also had access to a complaints procedure, enabling them to raise concerns or dissatisfaction. Records showed complaints were taken seriously, investigated appropriately, and responded to in a timely manner, demonstrating people's voices were listened and responded to.

People were supported to influence how the service was delivered and to shape care and support in ways that reflected their individual needs and preferences. Staff described how they enabled people to provide feedback and gave examples of changes made as a result. One relative told us how risk management measures had been reviewed and adapted to better reflect their family member's needs, while continuing to promote their safety and wellbeing. This demonstrated a person-centred approach, where people were involved in decisions about their care and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it.Systems and processes promoted equal access and reduced barriers for people using the service.

The home had been purpose-built and designed in line with recognised good practice to meet a range of individual needs. The environment was accessible and equipped with adaptations to support people to move around safely and independently. Corridors were wide enough to accommodate mobility equipment and provided sufficient space for people to walk freely. Handrails were installed throughout corridors, and seating was available at regular intervals to enable people to rest when required, supporting both their safety and independence.

People’s bedrooms and communal areas were spacious, allowing for the safe use of equipment where needed. Clear and appropriate signage helped people identify the purpose of different rooms and navigate the environment independently if this was needed by people who lived there. Furniture had been arranged thoughtfully to promote choice, enabling people to socialise with others or spend time alone, according to their preferences.

People had equitable access to outdoor spaces and were supported by staff to use these areas if required. During the inspection, people were observed spending time outside and accessing these areas freely and in line with their wishes, promoting wellbeing and inclusion.

The provider worked in partnership with external professionals to ensure people had timely access to healthcare and specialist services when needed. Staff understood the importance of upholding people’s rights and promoting equality. They told us they would challenge discriminatory practice and advocate for people to ensure they received fair access to services and opportunities. One staff member said, “People’s rights are as natural as breathing here. We don’t just recognise them, we promote them.”

These arrangements demonstrated a commitment to ensuring people experienced equitable access to care, support and facilities, regardless of their individual circumstances or needs.

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 had systems and practices to ensure people experienced care and support that recognised and respected their individual differences, protected characteristics, and personal preferences. Staff had received training in equality, diversity and inclusion and demonstrated a respectful approach to people’s diverse needs, backgrounds, beliefs and identities.

Policies and procedures promoted equality, diversity and inclusion and supported staff to provide person-centred care that upheld people’s rights. Throughout the inspection, we saw people were treated with dignity and respect and were supported in ways which recognised their individuality.

People were provided with information about the provider’s human rights-based approach to care and support. This reinforced the provider’s commitment to ensuring care was tailored to individual needs and protected characteristics. Staff understood the importance of recognising and responding to people’s cultural, religious and personal preferences. For example, culturally appropriate meals were available to meet the dietary and religious requirements of people from diverse backgrounds, helping to ensure people experienced care that reflected their identity and values.

Care plans contained personalised information about people’s needs, preferences and the reasonable adjustments required to support equitable outcomes. These plans guided staff in delivering care in a way that reduced barriers, respected individual rights and promoted inclusion. This helped to ensure people were able to access the same opportunities, experiences and quality of care regardless of their background or circumstances.

The provider demonstrated a commitment to promoting equality and ensuring people received care and support that enabled them to live free from discrimination, maintain their identity and achieve outcomes which mattered to them.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future and at the end of their life.

The provider supported people to consider and express their wishes for future care, including their preferences at the end of their life. People had been given opportunities to discuss and record what was important to them for the future.

People’s views, preferences and needs were considered as part of end of life planning. Records demonstrated discussions included people’s wishes and decisions about how they wanted to be supported at the end of their lives. This helped to ensure care could be delivered in a way that reflected people’s values, choices and individual priorities. Where people did not feel ready to have these conversations, their decision was respected and opportunities to revisit the discussion were kept under review.

The provider was committed to continually improving people's experiences through innovation and research. The registered manager described how they were introducing the use of a sensory device designed to provide comfort and enhance wellbeing for people approaching the end of life. The device worked by aerating flavoured liquids into a foam that dissolved in the mouth, enabling people to reconnect with the tastes and memories associated with their favourite foods and drinks. This demonstrated a proactive approach to identifying new ways to improve quality of life and promote comfort, dignity and meaningful experiences for people as their needs changed.