Cumberland 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.

At our last assessment we rated this key question good. This the first assessment since a new provider has taken over the service. At this assessment the rating has remained 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 fully involved in the planning of their care. Staff took a collaborative approach working with people to understand how they wished to be supported and how they could be empowered to make choices, decisions and set goals towards their independence. People told us they had a named key worker who they met with monthly to discuss their progress and whether the care plan was still meeting their needs.

From care documentation we reviewed we saw these were very person centred, containing people’s voice and how they wished to be supported. Care documentation was regularly reviewed and updated with the agreement of people so that staff had the most up to date and relevant information available to them.

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. The registered manager worked to form links to healthcare in the local community to provide access to people using the service. This included inviting the local GP service and practice nurses to the service for a game’s competition with people. The idea behind this was so that people could get to know health professionals and feel less nervous about accessing their service.

The registered manager was very proactive in accessing healthcare provision for people using the service. This included working closely with people’s care team and multidisciplinary teams at the service. One health professional told us, “Staff are proactive in making contact to discuss any concerns or changes.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service meets the requirements of the accessible information standard by identifying and recording people’s communication needs. People were provided with information in formats that suited their needs, and staff frequently reviewed their communication needs with them. Where people needed easy read formats or pictorial information this was provided for them. Some people identified they would like written information whilst other people identified they preferred information shared with them verbally. The registered manager had developed audio feedback where people could scan a code and listen to the feedback from minutes of meetings, complaints and service user guides amongst other things.

People’s consent was gained to share information about them with other healthcare professionals. All personal information was stored securely.

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 registered manager had embedded good systems at the service for people to provide feedback on their care. This included 1:1 meeting with their key worker, resident meetings and surveys on their care. We saw people were confident to raise complaints and concerns and these were all taken seriously and investigated. We saw complaints had been logged, investigated and resolved with feedback being given to people in their preferred communication style. A healthcare professional told us, “Our service user staying at the accommodation regularly fed-back, about how happy and heard they were at the service.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager was very proactive in advocating for people at the service to ensure they had equal access to the support and treatment they required. Where this had fallen short for one person and they were not given equal access to services the registered manager had taken this forward on their behalf involving advocacy services and raising a complaint to help them have a voice about the treatment they wanted to have.

Care plans considered people’s needs and how they could access services, documents were in place describing the support people may need if they were admitted short term to another healthcare facility such as a hospital.

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 ensured people had good outcomes and experiences of the service regardless of their needs, backgrounds or protected characteristics under the Equality Act. People felt they were treated fairly and equally.

Staff had received training on the Equality Act and Human Rights Act and could identify and address discrimination.

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. Staff discussed with people how they wished to be supported at the end of their life. We saw care plans were detailed and individualised to how people wished to be supported when they were dying. Where people had not wanted to make a decision at this time it was also recorded and revisited with them.

The registered manager had made links with the palliative care team when needed to help provide support and guidance to people and staff.