Loxley Park Assisted Living Residency

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 86 (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 was exceptional at making 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. Support plans were detailed and fully person-centred, clearly reflecting each person’s current needs, preferences, life experiences and personal history. Plans were written in a way that consistently captured and respected people’s voices, with clear evidence of people and, where appropriate, their families being actively involved in reviews and decision-making. This ensured care remained responsive and meaningful. A relative told us, “I was involved in [relatives] care plan, and I’ve been told by [relatives] that the care is perfect for them.”

We saw strong evidence that highly individualised care resulted in positive outcomes for people. Relatives consistently told us their family members were genuinely cared for in a way that reflected who they were as individuals. One person told us the service provided, “Amazing care, I couldn’t ask for better. I always feedback my thoughts to [registered manager] and changes are made.”

Because care staff were based on site at Loxley Park, changes to people’s routines, preferences and support needs were identified and actioned promptly. We saw clear records showing frequent updates to care plans following people sharing their views about how their care was working for them. People were familiar with all staff working within the service, which supported positive relationships and meant staff knew people well and understood their needs in depth. A relative told us, “The staff know my relative very well and [relative] has the same 2 or 3 staff to support them.”

Staff demonstrated a deep understanding of the people they supported and a strong commitment to delivering care that was genuinely individual rather than task focused. Staff spoke confidently about personalised care and how they ensured this was monitored‑ and maintained in practice. One staff member said, “We deliver high-quality person-centred care to all our residents. Each resident’s needs are different not equal but will all be provided to the highest standard due to our brilliant care team. We ensure to gather resident feedback regularly; we complete regular spot checks and also receive amazing feedback from resident’s families. Care plans are personalised to each members specific preferences and routines and these are ensured to be followed and documented.” This consistent, responsive and highly personalised approach ensured people experienced care that was truly tailored to them and led to sustained positive outcomes.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff demonstrated a profound understanding of the diverse needs of the people they supported and consistently delivered care in a way that respected people’s lifestyles, values and choices. People felt well known and understood by staff. One person told us, “They [staff] know how we want to live our lives here.”

Compatibility was carefully considered as part of the referral and transition process to help ensure people were well matched to the service and to those they lived along-side. Care and support were thoughtfully coordinated to enable people to develop, maintain and build important relationships. Continuity of care was prioritised through the use of small, consistent staff teams, which helped staff to develop detailed knowledge of people’s needs and preferences. Relatives told us this approach was particularly important for people living with early stages of dementia, as it reduced anxiety and distress and helped people feel settled and safe.

There was also strong continuity across people’s care and treatment. The service worked flexibly and took a joined up approach with professionals and families to ensure people’s health and wellbeing needs were met holistically. A professional told us, “The staff I come into contact with are very knowledgeable about their client’s current health and well-being. They [provider] clearly liaise with the client’s family and therefore we get an overall picture of the client’s health.” This demonstrated effective communication and partnership working.

The provider actively and continually sought ways to reduce social isolation and support people to remain connected to, or re‑engage with, the wider community. Initiatives included hosting birthday celebrations, welcoming the local girl-guiding group into the service and promoting local volunteering opportunities. These opportunities were tailored to people’s interests and abilities and had a positive impact on confidence, social connection and independence. As a result, people were supported to feel valued, included and empowered when living and receiving a service within Loxley Park and within the wider community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were clearly recorded within their care records. This enabled staff to share information with people in a way that was appropriate and responsive to individual needs. Information such as daily menus and planned activities was updated regularly and displayed in communal areas so people could easily access and understand what was available to them. At the time of our assessment, there were no people using the service who required specific adaptations to communication to support their care. However, systems were in place to identify and respond to communication needs should these arise in the future.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People and relatives were actively encouraged and supported to share feedback about their experiences of care and support, including how to raise concerns if they needed to do so. The service user guide clearly explained how to raise a concern or make a complaint and this was available in an accessible format. This, alongside the service’s open and transparent approach, promoted clear and honest communication. People felt confident that their views were listened to and acted upon. One person told us, “We are always asked for our opinion, what we say matters.” A relative said, “They [provider] often contact me for my feedback. I never have any complaints and would recommend the care at Loxley Park to anybody.”

The service demonstrated a strong commitment to co‑production. People and relatives were encouraged to participate in events, discussions and processes where they could share ideas and influence how the service was developed and improved. During spot checks of staff practice, the registered manager actively sought feedback from people about the support they had just received, ensuring people’s experiences directly informed quality monitoring.

The service had additional systems in place to recognise and celebrate good practice. This included a ‘People Recognition Award’, where people living and receiving care from Loxley Park could nominate staff members for their hard work and achievements, helping to reinforce a positive and appreciative culture. The service also operated a ‘memo book’, which was used by the registered manager to keep people informed about updates within the service, such as planned maintenance checks or a noticed increase coughs and colds. This helped ensure people felt informed and involved.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was sufficient equipment in place in people’s flats to enable people to mobilise safely. Care plans considered people’s needs, and what reasonable adjustments could be made to ensure people could access their care and support effectively.

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. Leaders actively sought to identify and address barriers that could negatively affect people’s experiences of care. We were provided with examples of how the service advocated on behalf of people to help secure appropriate support, equipment and environmental adaptations. For example, the service reviewed an individual’s circumstances and agreed to reduce care fees to ensure the person could remain living at Loxley Park, avoiding the disruption and distress of an unnecessary relocation. This demonstrated a person-centred and flexible approach to removing barriers to care.

The service also supported people to access financial advice. A financial adviser was invited to provide information sessions to people, covering topics such as managing finances, staying financially safe and understanding what financial support or benefits people may be entitled to. This helped people to feel informed, supported and able to make decisions with greater confidence.

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. End-of-life care planning was in place for people where this was appropriate. Records included completed ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) forms, which documented people’s wishes regarding emergency medical treatment if they were unable to express these in the future. Information about people’s funeral arrangements was also recorded where this had been discussed. People’s wishes were clearly considered, and staff were aware of individuals’ preferences and needs. A relative told us, “We have discussed end-of-life for [relative], and a ReSPECT form has been completed.”

The registered manager described how the service supported a person who wished to return to Loxley Park from hospital at the end of their life. The service worked collaboratively with health professionals to develop a personalised end-of-life care plan, which reflected the person’s wishes, comfort needs and dignity. This ensured care was provided in line with what was important to the person. Relatives spoke positively about the support provided at this time. One relative told us, “[Relatives’] end-of-life care was very dignified at Loxley Park.”