Lakeland View Care Centre

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.

Leaders promoted person-centred care through their assessment and care planning procedures. Care records included detailed information about the person’s needs and how they preferred these to be met.

Staff were committed to providing person-centred care for people and appeared to know people very well. Daily entries in care records made by staff were respectful.

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.

Regular monitoring and oversight of people helped ensure changes were noticed and responded to promptly.

Nursing staff and leaders had regular clinical governance meetings to ensure they were able to identify and respond to people’s needs.

Staffing levels were maintained and adjusted according to people’s needs. Several staff had been in post for a few years or more which provided consistency and continuity of care.

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

Leaders assessed people’s communication methods prior to admission and developed detailed communication guides to support staff to understand people’s individual ways of communicating.

Information about the home was available for people and their relatives including in different formats. The provider was available to speak with people and address any queries they may have in person and on the phone.

Information about people was stored safely in line with data protection policies. Care records were securely stored on electronic devices. Paper records were securely stored.

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 responsive policies and processes in place which encouraged people, their relatives and staff to share their views. Regular meetings were arranged for relatives to learn about what was happening and raise any concerns.

Leaders had an open-door policy and relatives said they felt comfortable raising anything at any time. Staff and leaders kept people and their relatives up to date with events.

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

The premises were accessible for people living in the home.There was a lift, ramps and equipment available to support people with mobility needs.

Out of hours on-call support was always available for staff and emergency protocols were in place.

People had photographs on their doors to help them identify their rooms. We were unable to assess whether the environment was dementia friendly due to the construction work which had not been completed during our assessment.

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 culture in the home helped support people to achieve equitable experiences and outcomes. Staff had received training to support their understanding of equality and diversity issues.

Care plans included important information about people’s life experiences, cultural backgrounds and preferences. Feedback from relatives illustrated people had been supported to access valued activities. One relative said, “[Name] really enjoyed visiting the local pub, one time they asked staff to take them and staff came in on their day off to support them.” Another relative added, “[Name] really loves animals and they arrange for some to visit, it makes [Name] very happy.”

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.

People had been supported to consider their future wishes and plans. Care records included information about people’s preferences and advanced decisions. Leaders had endeavoured to explore people’s advanced decisions and sought advice from other agencies to ensure people had clear information about what was possible.

Care records included clear documentation about who needed to be involved in decision making where people needed support.