Heath 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 the last inspection we rated this key question as good. At thisinspectionthis key question hasremainedgood. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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 felt their needs were met in a way they liked. Relatives all told us they were happy with the care provided.A relative said, “I know they arevery happyat the home. [Person],inparticular, speaks highly of the care they receive.”Another relative said, “Currently my[person’s]needs are more than catered for as my[person]was very poorly whentheymoved in they have done wonders withthem.”

We spoke with staff, and they were knowledgeable about the people they were supporting and the support theyrequired.A staff member told us, “Care is person-centred. I would be happy for my ownrelativeto stay here.”Another staff member said, “I would recommend both using and working for the service as we aim to provide compassionate, safe, and person-centred care.”

A member of the management team carried out spot checks and supervision of staff to help ensure they worked in a person-centred way.

Care was delivered in a way that tailored to what people wanted and needed. The team had supporteda number ofpeople who had felt things would never improve and then went on tolivefuller and healthier lives. This included their mobility when they felt they would not walk again, emotionalwell-beingwhen people had been througha difficult time, helping people become involved in the Health Lodge communityand alsobecome the resident ambassador. They also helped people heal from pressure ulcers and regain their health and independence to enable them to move out and live in their own home again. Testimonies from peoplestatedthe manager, staff team and care provided had made a difference to their lives.

We saw care and support were provided when needed. People looked well dressed, comfortable andin accordance withtheir preferences. Some people had chosen to remain in bed, or in their rooms, staff were seen going to check on them regularly to see if they needed anything.

Care plans were personalised and ensure they captured people’s needs, wishes and preferences.This includedroutines important to people, such as if they wanted to wearmake up.These were reviewed regularly.A staff member said, “Care plans reflect individual preferences, routines, and life history. People and families are involved in reviews.”

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.

People with varyingcare needs were living at the service. Staff worked with visiting health and social care professionals to ensure the support met their needs.

A visiting healthcare professionalstatedthere was access to health and social care professionals appropriately.

The provider suppliedappropriate,accurateand up-to-date information in formats that were tailored to individual needs.

People told us they had access to information as they needed it. Relatives were also positive about communication from the home. A relative said, “They keep us informed if there are any issues with[person]and if we have any questions or concerns, they get dealt withrelatively quickly. I have no worries in raising anything with the manager.”

Information was readily available and provided through meetings and handovers. Information could also be provided in different formats where needed.

There were resident and relative meetings. Relatives were also in regular contact with staff as part of people’s care plan development and reviews but also events and activities at the home.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care,treatmentand support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they felt they could speak up or make a complaint if they needed to. Relatives told us they were involved and listened to.A relative said, “I am often consulted on important needs and spoken to by staff when I visit. I feel comfortable talking with them about any concerns.”

There had been no formal complaintsin the period leading up to the inspection. People’s ‘grumbles’were investigated, with an outcome recorded.

Staff told us people were able to speak up and had opportunities to share their views.

We saw there was a record of residentand relatives’meetings. These covered subjects includingcare plans, updates in the home,mealsand activities. Records captured people’s voice, feedbackand actions needed.

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

People and relatives told us they received the care, support and medical support when needed.

The management team had systems in place in the home which helped ensure they had an overview of care and support people received. This gave them assurances everyone had the support needed and opportunities, for example access to health and support services, care and social engagement and activities, were available to everyone.

There were systems in place to ensure people had access to external health and social care professionals, including out of hours or in an emergency

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care,supportand treatment in response to this.

People withvaryingneeds, backgrounds and cultures were supported by the home. They told us they felt supported.

Staff told us they were confident people were treated equally and as individuals. A staff membersaid, “I believe residents, relatives, professionals, and staff are treated fairly with respect regardless of background, culture, gender, or beliefs.”

The provider had policies in place to ensure people were treated equally. There were opportunities for people to give feedback about their care and support.

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.

Where they wanted, people had discussed their preferences about their end-of-life care with staff.

Care plans included end of life care plans. There was a record of any Do Not Attempt Cardiopulmonary Resuscitation (DNACPR).

Staffknew how to help ensure people were supported well at the end of their lives. A staff member said, “Each resident should have a peaceful and dignified death. Each resident should have anadvancedcareplan in place, adeath and dying care plan in place with all detailsregardingpreferences/wishes for last days, preferred place of death, preferred funeral director, if they would like to be cremated or buried, etc. Staff should ensure resident preferences and wishesregardingend of life are respected.” They went on to tell us about health care support which should also be in place.

Following the loss of a family member, relatives continued to be invited to events and parties in the home to support them andkeep memories of people present.