Ladden View

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.

Care records were developed with people and their relatives, and these described people’s needs, preferences and what mattered most to them. Records were holistic and included information about people’s physical, emotional, social and psychological needs. This helped ensure people’s care was individualised and led to a good quality of life.

Staff regularly reviewed care plans to ensure they continued to reflect people’s needs and wishes. Staff worked with people and their families when needs changed, providing support and guidance with decision making.

Staff knew people well and told us about their interests, strengths, dislikes and backgrounds. A staff member said, “We give personalised care 100% of the time. You can’t assist people properly without knowing 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.

People had good access to health professionals such as GPs, dentists, community nurses and other professionals when needed. Health and social care professionals gave positive feedback about the service’s communication and responsiveness. One professional told us they had identified risks for a person and planned to provide protective equipment. This was not needed as staff took proactive steps to source and install the required equipment immediately.
 

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

People’s communication needs were identified and described in care records. This included information about their hearing, speech and vision, as well as non-verbal cues and how individuals communicated when they experienced different emotions. This helped staff understand the best approach to use with people in a range of situations.

Information was made available to people in formats such as posters, menus, activity programmes and meeting notes. This ensured people had access to accurate, up-to-date information. The management team told us information could be provided in different formats if needed.

Information was stored and shared appropriately to support both confidentiality and care delivery, and staff received training in documentation and record keeping.
 

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.

Resident and relative meetings, surveys and feedback opportunities were in place, and a more formal complaints process was available if needed. Relatives said they would be happy to speak with the management team or staff if they had concerns or feedback. Comments included, “You can ask them anything and they listen” and “[Manager names] are very good, if you have an issue, they listen and do something about it.” We saw complaints had been investigated, responded to and outcomes shared.

Compliments had also been received from relatives and professionals. Several families shared their gratitude for the care their relatives received. One card read, “Thank you so much for the kindness and patience you have shown to [Name] as he settles into his new home, and also for the support you have given to the family through this transition.”

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

Care records contained information about people’s needs including details such as mobility, sensory or behavioural needs. This helped staff to effectively support people with their individual needs and make reasonable adjustments where necessary.

The environment was spacious and accessible, and aids and equipment were available and maintained as required. One professional noted that staff were proactive in sourcing aids and equipment to ensure people were safe and received the support they required without delay or disadvantage.

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.

Managers and staff aimed to ensure people’s care promoted equality, removed barriers or delays and protected their rights. Policies reflected current best practice guidance regarding equity and discrimination.

Staff received training in equality, diversity and human rights, as well as specific subjects such as dementia awareness and caring for older adults. This helped improve staff awareness of the needs of people with different protected characteristics and understand how best to support them. The environment enhanced people’s experiences by reducing barriers and improving accessibility. For example, raised tactile dots on handrails helped people with visual impairments identify changes in direction or imminent gaps in the handrail.

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 recorded people’s wishes and preferences for their future care and support in their care records wherever possible. Staff worked with district nurses and other healthcare professionals to support people whose health needs changed or who required end-of-life care.

Individual wishes about the actions staff should take if a person’s heart stopped beating or they stopped breathing were clear. A discrete symbol beside each person’s door helped ensure staff were aware of and could act in accordance with the person’s recorded wishes in an emergency.