Bishopsgate Lodge Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Care plans provided staff with guidance about how to meet people’s holistic needs, including their protected characteristics and individual communication needs. Where changes had occurred or recommendations made by external health care professionals, care plans included this information. Staff told us they found care plan guidance to be sufficiently detailed. The provider was in the process of reviewing care plans after finding some updates were required.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People were supported to eat a nutritious balanced diet and have adequate hydration. A person said, “It’s a marvellous place, everyone is friendly, and the food is excellent.” The Food Standard Agency had visited the service and gave a score of 5, meaning the service had good hygiene controls and practices in place.

There was a snack and drink ‘station’ for people to help themselves whenever they needed additional nutrition or were thirsty. We noted a small number of people who may have lacked capacity and had been assessed as a choking risk used this area and were able to access foods which placed them at risk of choking. We brought this to the attention of the management team who immediately took action, including putting a risk assessment in place.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

There was a collaborative approach in supporting people’s care needs. People’s care records confirmed referrals to external health and social care professionals were made when required and in a timely manner. Care records confirmed recommendations made, were implemented. We received positive feedback from visiting health professionals regarding joint working.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Care records confirmed people attended health appointments such as the dentist, opticians, and podiatry services. People were also supported to access health screening services and to have their medicines reviewed. After feedback, the provider was going to review the monitoring of people’s yearly medicines reviews to ensure it was easier to check they had been completed with the GP.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. A person said, “They change things that don’t work. I’ve no complaints or safety concerns.”

Processes for investigating, analysing, and responding to accidents, incidents, complaints and safeguarding alerts were in place, with systems for families, people and staff to raise concerns or share views. People and their relatives were encouraged and supported to raise concerns and knew who to contact if they had any issues.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People said staff respected their human rights and asked them for consent. Staff undertook assessments to determine people’s capacity and best interests decisions were made. Where restrictions were required, these were made in line with the Mental Capacity Act.