Rook 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. This is the first assessment for this registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans and risk assessments were not always reflective of people’s current needs and the care being provided.

However, people’s care plans clearly identified and considered their protected characteristics under the Equality Act 2010.We observed positive, person-centred interactions between staff and people. Staff were attentive to people's individual preferences, and choices. Staff received training in person-centred thinking to ensure care and support was tailored to meet individual’s needs.

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 maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members.

People told us they were supported by regular staff who knew them well. This helped promote continuity of care and enabled staff to better understand and respond to people's individual needs and preferences.
 

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

The registered manager told us, "We have communication passports for people who need them. We review each person's history and assess their communication needs and abilities to ensure they receive appropriate support. We also have an easy-read complaints procedure, and staff receive training in effective communication." This approach helped ensure people received information in a clear, accessible manner, enabling them to understand and engage with staff members effectively.

Care plans clearly outlined each person’s communication needs, ensuring staff understood how best to support effective and meaningful interaction.
 

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 appropriately supported people to give their feedback, share ideas or make a complaint. They actively sought feedback on the quality of the service to encourage and promote regular input from people and their families. The registered manager reported, ‘‘We have a complaint and compliment book. We always ask the family for feedback.’’

People confirmed that the service regularly sought their views and opinions. One person told us, “There is a complaints system. I have not used it, as I have not had any complaints.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider made sure that people could access the care, support and treatment they needed when they needed it. Reasonable adjustments were made to ensure equal access to the service for all.

Staff supported people to access GPs and other healthcare services when required. This included collecting prescribed medicines to ensure people received them in a timely manner and that their healthcare needs were met.
 

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.

The provider had policies in place that reflected current best practice guidance on equality, diversity, and inclusion. Staff received training to help them understand and promote equality, diversity, and inclusion, and to recognise and respond appropriately to discrimination.

Care plans promoted equality in people's experiences and outcomes. For example, people with limited mobility had access to specialist equipment and planned support, enabling them to access the community and participate in activities of their choice.

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. During our assessment, no one was receiving end of life care. However, people’s decisions and what mattered to them were reflected in personalised care plans.

People were supported to make informed choices about their care while they had the capacity to do so. For example, information about their Lasting Power of Attorney (LPA) was recorded in the care plan. LPA is a legal document that allows someone to appoint another person to make decisions on their behalf if they are unable to do so themselves.