Middleton Park 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 questionrequires improvement.At thisassessmentthe rating has changed togood.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 person‑centred and reflected people’s individual needs and preferences. An external professional provided positive feedback, stating, “I have found them to work in a very person‑centred way and are very keen to find ways to support their service users as such”.

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.

Care records demonstrated people were supported to access external healthcare professionals when required, helping to ensure their needs were met appropriately. People were cared for by a largely long‑standing and stable staff team, which supported continuity of care and enabled staff to understand people’s individual needs and preferences.

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

People’s communication needs were identified within their care plans. Care records contained guidance to support staff in adapting communication methods, helping to ensure people were given information in a way they could understand.

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.

People were given opportunities to raise complaints about their care, treatment and support, and were supported to do so at their own pace using their preferred method of communication. A complaints procedure was in place, and people and their relatives told us they knew how to use it and had done so. Records showed the provider had responded appropriately to complaints and had taken action when issues were raised.

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

People were supported to access healthcare services when required. Staff worked with a range of external professionals, including GPs, speech and language therapists and district nurses, to support people to attend appointments and meet their healthcare needs.

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.

Staff demonstrated a good understanding of the people they supported and worked to promote equitable access to care, activities and community involvement, based on individuals’ needs and preferences.

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.

There was evidence end of life care had been considered and documented within care plans. Relatives confirmed they had been involved in discussions, with one stating, “They have discussed end of life care with us,” indicating people and their families were involved in planning for future care needs.