White Rose 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.

People were supported in ways that reflected their individual needs, preferences and routines, with staff demonstrating good knowledge of people’s backgrounds, communication styles and what mattered to them. Care records included personalised information, and staff were observed engaging positively with people, offering choice and adapting support to promote comfort, dignity and wellbeing.

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 worked with relevant health professionals to support people’s ongoing health needs. Care records evidenced planned clinical support, including regular district nurse visits and detailed guidance for specific needs, for example, weight monitoring.

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

The provider made relevant information available to people and those important to them, where appropriate for them to do so. Information was displayed to support day-to-day choices, including menus and activities information being visible in the dining area. However, these were not always appropriate for people living with dementia. This was because thefontwas small and did notcontainany pictorial information.This had already beenidentifiedby the provider and had been included as an action on the home’s improvement plan.

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 service listened to people and involved them, and those important to them, in day-to-day decisions. People were asked about choices at mealtimes, including staff offering options and checking preferences, for example, meal choices and how food was served. Lifestyle staff described proactive involvement approaches, including doing an ‘invite walkround’ to encourage participation in activities and offering one-to-one engagement. The provider undertook analysis of surveys and provided information about what action they had taken as a result.

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

People were supported to access care, support and services based on their individual needs, with reasonable adjustments made to promote inclusion, such as use of call bells, mobility equipment, modified diets and involvement of external health professionals. Staff worked with district nurses, stroke services and other professionals to ensure people could access timely clinical support, including following hospital discharge.

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 kindness and awareness of individual preferences, and many people experienced positive interactions, reassurance and support that reflected what mattered to them. Care records and observations showed that some people achieved good outcomes, including emotional comfort, maintained routines and stability of health following clinical interventions.

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.

Most people had forward planning within care records, including documented end-of life care plans. The registered manager also described how they were turning one room into a place where relatives could stay to support their loved one when at end of life.