Cera Castleham 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 Requires Improvement. At this assessment the rating has improved to Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 theydecided, in partnership with people, how to respond to any relevant changes in people’s needs. However, people could not be confident their personal care and support would not be interrupted whilst staff were busy with another task.

People were now routinely involved in the development and review of their care plans. People told us the service was more responsive when they raised concerns about their care. However, concerns continued to be raised about interruptions to their domiciliary care visits. The new manager had visited every person to discuss what was happening and explain the service, but when we spoke to some people they did not fully understand the explanation.

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 provider now ensured there was continuity in the service.

People always received continuity of care with the same staff. Agency staff were no longer used so people were able to begin building relationships with permanent staff who were familiar with their routines.

The provider had ensured there was now appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans were current and provided accessible information about the service.

All care plans had been reviewed by staffand were up to date. The provider had also held various meetings for people to explain the scheme and how the service was supposed to work as opposed to a care home. People and staff had found this difficult to hear and still told us there were not enough staff. Communication was ongoing.

People told us they had a service user guide for Cera Castleham Lodge. We saw it provided details regarding assessments, care planning, reviews and how to make a complaint, which were clearly written and laid out.

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 provider had improved access for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff had also had meetings about the scheme and how the service should work. They were encouraged to continue to communicate about expectations and understanding to people using the service.

People were kept up to date with management and leadership changes, and the provider was hoping to move towards a more stable situation.

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.

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

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 had had training in end of life care, which meant they had the skills and knowledge to meet people’s changing needs.

Care plans contained a section for people to detail their decisions regarding how they wanted to be supported at the end of their life, including their decision on whether they wished to be resuscitated.