Rose Lodge & Holland House 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 provider met people’s needs. At our last assessment we rated this key question good. 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. Person centred care was delivered in a way that reflected people’s individual needs, preferences and life histories. Staff took time to learn about what mattered to people and used this information to plan activities and daily routines. People told us they were able to make choices about their care and lifestyle. One person said, “I go to bed at 10.00pm. I like to watch the television. I can say what I want to do.” Another person told us, “They come and get me up at 8.00am which is alright by me.” This showed that staff respected personal preferences and promoted choice. Care plans included details about people’s likes, dislikes and personal routines. For example, staff knew when someone preferred to listen to music or have a pamper session, and they supported these activities. Observations confirmed that staff adapted their approach to suit each person, such as encouraging independence where possible and offering reassurance when needed. People were supported to maintain hobbies and interests, including knitting, gardening and attending church services, which helped them feel valued and included.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People received care and support that was fair and consistent. Staff treated everyone equally and ensured that individual needs were met regardless of background or ability. Observations showed that people living with more complex needs were supported to join activities in the main lounge so they could enjoy the same opportunities as others. Staff worked flexibly to make sure no one was left out. In addition, staff spoke with people about activities they would like to take part in. One person who had been a regular swimmer all their life wanted to go swimming. Another person liked to paint and this was also encouraged and supported. This showed that although people were living in a care home their experiences were recognised and supported. People told us they felt included and able to access what they needed. One person said, “If the weather is alright the staff will take me to the Church on Sundays. If the weather is bad I can see the service on the TV in the coffee area.” Another person told us, “We went to Stamford, Peterborough Cathedral, Hunstanton and they have a pat dog in and the children. There is always something to do.” This showed that people had equal access to social and spiritual activities, and staff made adjustments to ensure everyone could participate.

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 supported people to plan for their future care needs and preferences. Care plans included details about end-of-life wishes, such as avoiding unnecessary hospital admissions and ensuring family were informed promptly. People and their families were involved in these discussions, and records showed that decisions were made in people’s best interests when they lacked capacity. For example, staff worked with families to complete ReSPECT forms, which record a person’s wishes for emergency care and treatment, including decisions about resuscitation. People told us they felt reassured that staff understood what was important to them. One family member said, “If anything does happen, they will phone us and we can decide if we need to come to the home.”