Castleholme 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. 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.

People were supported to live meaningful lives based on what mattered to them and staff demonstrated a strong understanding of the people they supported, including their individual likes, dislikes and daily routines.

People could access community activities, were encouraged to maintain relationships and enjoy meaningful events. Staff promoted independence by supporting individuals to take part in daily living tasks, such as shopping and preparing drinks and snacks.

People were actively involved in decisions about their day-to-day care which resulted in them receiving highly personalised support that promoted choice, dignity and independence.

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.

Information about people’s needs were always available and shared within the staff team. Records were updated following any changes in health which ensured staff had access to current and relevant information.

Handovers were carried out at the beginning of every shift to ensure staff were provided with accurate and up-to-date information about the health or well-being of every person within the service. Additional emails or verbal updates from the management team were cascaded during shifts, to ensure any potential changes in people’s presentation was communicated immediately.

The service worked collaboratively with a range of external professionals, which included general practitioners, a local hospice, mental health teams and the local authority. Any guidance from professionals was actioned promptly and reflected in people’s care plans, supporting ongoing care delivery.

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

Staff communicated with people in ways that were meaningful to them and understood communication needs and preferences. People were supported by staff who knew them well and could respond to any questions and help them to understand their care.

Where care decisions were more complex, information was shared with people and their representatives in a timely and appropriate way.

Documentation was thoughtfully produced in easier to read formats to support people with barriers to their communication needs.

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 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 their relatives were invited to attend regular meetings and forums where they could raise any concerns and discuss their experiences at Castlehome Lodge. This enabled people to speak up and be listened to. We saw evidence of meeting minutes being produced and shared, documenting any actions taken.

A complaints policy was in place, and people and relatives felt confident with the process and knew how to raise concerns. One relative told us, “I haven't got any concerns, but I'd be happy to raise if necessary”.

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

People were supported to access care and support in a way that met their individual needs. Staff adapted their approach to accommodate people with mobility needs and complex health needs to allow them to access the support they needed safely and effectively.

Staff were able to clearly describe how they supported people with differing needs and preferences, demonstrating a good understanding of individual circumstances. 

Some people chose to display signage on their bedrooms doors which included their name and pictures of things they liked, which helped them and others identify their room.

The homes outside space was accessible with both steps and a ramp and had seating in place to enable people to safely enjoy the outdoors.

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.

People received care that identified and responded to their individual needs and staff adapted their approach to support people and enable access to care and support in a way which was suited to and met their needs.

Care was reviewed and adjusted in response to changes in people’s health and well-being and staff took account of differing levels of need when providing support. This helped ensure people experienced consistent and equitable care.

The registered manager provided example’s where they had arranged professional involvement to improve people’s outcomes, which included a customised wheelchair for a person to enable them to spend more time sitting out, without the need to transfer into an armchair or their bed

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.

One person was receiving end-of-life care at the time of the inspection and appropriate referrals had been made to ensure their future care needs could be met holistically.

Care plans were in place for people with details about their wishes for the future or care at the end of their life. Staff understood end of life care and how to deliver it in accordance with people’s needs and preferences.