Ferrol 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 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.

Care plans contained information about people's backgrounds, preferences and routines, and staff demonstrated a good understanding of the individuals they supported.

People and their relatives told us they felt listened to and involved in decision-making. Staff knew people well and adapted their communication and support to reflect people's preferences, helping to deliver personalised care that reflected what was important to them. One relative described how staff had adapted their approach to support their family member's emotional wellbeing and told us, "They have learnt how to de-escalate her moods. She has really settled…”

Care planning and review processes supported the delivery of person-centred care, and staff responded appropriately when people's needs changed. However, records did not always clearly demonstrate how care had been updated in response to changes or how outcomes had been reviewed over time.
 

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.

A consistent staff team supported continuity of care and enabled staff to develop positive relationships with people and understand their individual preferences and routines.

The service worked effectively with healthcare professionals and made referrals when required. Staff shared information through care plans, handovers and day-to-day communication, helping to ensure people received care that reflected their needs and any changes in their circumstances.

Relatives generally told us they felt informed about people's care and wellbeing, and communication was effective during significant events or changes in health. One relative told us “They always make me welcome when I visit. I think it is very well run." These arrangements helped support continuity of care and enabled people to access the support they needed.

While most relatives were positive about communication, one relative told us they did not consistently receive updates and were unable to attend relatives' meetings because of work commitments.
 

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

Staff communicated clearly with people, helping them understand the care and support they received and supporting their involvement in day-to-day decisions.

Relatives generally told us they were kept informed about changes in people's health and wellbeing and found staff approachable and responsive when seeking updates. Communication was effective during significant events, with staff sharing important information and liaising with healthcare professionals where required. This helped promote continuity of care and provided reassurance to people and their families.

The provider had systems in place to share information with people and their relatives. Overall, people and their relatives received the information they needed to remain involved in care and support and make informed decisions about matters affecting them.
 

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's views were considered when planning and reviewing care, and feedback indicated that concerns were generally responded to promptly and appropriately. One relative told us, "I raised a slight concern once and the next time I went it had been followed up and immediate action taken you can’t get better that that." Positive feedback and compliments were also shared with staff, helping to reinforce good practice and support a person-centred culture.

Feedback was reviewed alongside other quality and safety information, helping leaders identify opportunities for improvement and respond to issues as they arose. This supported a culture where people and their relatives could influence the care they received and contribute to service development.

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

Staff recognised changes in people's health and wellbeing and took appropriate action, including seeking advice and support from healthcare professionals where required.

The service worked effectively with GPs, community nursing teams and specialist services to help ensure people received timely care and treatment. Staff understood people's needs and were responsive to changes in their circumstances, helping to reduce the risk of unmet needs.

Care planning, handovers and ongoing monitoring supported continuity of care and enabled staff to identify when additional support or intervention was required. People and their relatives gave positive feedback about the accessibility and responsiveness of the service.
 

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.

Care plans reflected people's preferences, life histories, health conditions and communication needs, and staff demonstrated a good understanding of how these influenced the support people received.

People with complex health needs, dementia or reduced mobility were identified through assessment and review processes. Staff adapted support and sought additional input from healthcare professionals and specialist services where required, helping to ensure care remained responsive to individual needs.

People and their relatives were encouraged to share their views through meetings, reviews and day-to-day conversations. This supported an inclusive approach where individual circumstances, preferences and protected characteristics were considered when planning and delivering care.
 

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 that people were supported to discuss and plan for their future needs through care planning processes, reviews and ongoing conversations. Care plans included relevant information about people’s wishes, preferences and changing needs, helping to ensure that care remained aligned with what was important to them over time.

Staff demonstrated an understanding of the importance of involving people and their families in planning decisions, particularly where needs were changing or becoming more complex. People and relatives were given opportunities to discuss care and were supported to make informed choices about their ongoing support.

The service also worked with healthcare professionals to support planning for changes in health and end of life care, ensuring that appropriate support and interventions were in place when required. This contributed to continuity of care and helped ensure people’s wishes were respected.