Loxley Chase

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 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 implementing a new care planning system, which contained more information on people’s support needs and choices. People and relatives were involved in care planning and reviews, and said they received the care they wanted. One person told us, “I cannot find fault with this place. The staff know what they are doing.”

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. Many staff had worked at the service for a long time, which meant they understood people’s support needs well and shared this knowledge with newer staff. People were supported to access a range of healthcare partners where needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication support needs were assessed and monitored to ensure they could access information in the most effective way possible. During our visit we saw staff checking that people had communication aids such as glasses with them.

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. Feedback was sought from people and relatives, including through meetings and surveys. The provider had a clear complaints process in place, which people and relatives said they would be confident to use. One person told us, “I’m not afraid to tell them. If they did get things wrong, I’d soon tell them.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care records contained evidence of timely referrals to healthcare partners where needed.

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’s care needs were met by staff who knew them well, and people and relatives described positive outcomes at the service. One person said, “I think they do everything well here.”

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. People’s future plans were discussed and recorded to ensure such care reflected their needs and preferences.