Bishopsgate Lodge Care Home

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 service met people’s needs.

This is the first assessment for this newly registered 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. The provider was in the process of updating care plans to ensure they fully reflected care needs and what was being delivered by staff. A person told us, “My future is here, I’m well looked after, I’m warm enough, I’m fed enough, I have all the facilities to use.”

From speaking with staff, we found them to be knowledgeable about people’s care and support needs. A staff member, when asked, was able to tell us about a person’s healthcare needs without reference to care records.

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 were able to access the local community, either with staff or their families and friends. There were processes in place should a need arise for someone to transfer to another care setting or return to their home environment. This included sharing information between services to ensure continuity of care was maintained.

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

Information was available in a variety of formats in a way people could understand. Communication plans were in place. Staff effectively supported people to fully express themselves.

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.

There was a resident committee, and surveys conducted to gather views. A person told us, “I’m on the residents committee. There are 4 of us. People can ask anything, and I ask things on others behalf. We plan events, or someone will say I didn’t like such and such a meal (and they would take this forward to management).”

The provider had a complaints policy and procedure, and this had been made available to people, relatives and visitors. At the time of the inspection, no complaints had been received. The provider was in the process of recording very minor ‘niggles’ to show transparency and how they worked quickly to address any issues big or small.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to attend health appointments, including health screening and care records confirmed referrals to external health professionals were made in a timely manner when required for further assessment and or guidance.

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. A relative said, “They (person) are fairly treated yes. They accommodate them with small meals and the menu is put in their rooms every day.”

Staff completed training in equality and diversity and from conversations we had, staff understood the need to make sure people experienced equality of care and other opportunities.

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. There was a person on end-of-life care during the inspection. This person, and their family were treated with dignity and compassion and staff knew what their wishes were at this sad time.

There were a number of thank you cards which had been sent to staff, thanking them for the care and support given during their relatives last days.