Fixby 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 as good. At this assessment the rating has changed to outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and staff knew how to respond to any relevant changes in people’s needs. We saw evidence of involvement from people, relatives and advocates to ensure they had individual input, and their views, opinions and choices were captured and included in support plans. People were supported to live their lives as they chose. There was a strong emphasis on listening to people, communication in their preferred style. As a result, people were able to pursue a wide range of activities including arranging and attending date nights, nights out socialising. People could go on a holiday of their choice with people they chose to go on holiday with. Relatives spoke positively about how staff supported people to provide very good opportunities.

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service had established and continues to build relationships with professionals and provided and worked with professionals jointly. People were supported to access the local community and events such as picnics in the park are held locally. The service actively sought a local private hydrotherapy pool for people to use when this was identified in an action plan as beneficial for people. The service shared the cost to ensure it was available and affordable regularly to people. The service has annual events and sends out invitations to the local community to attend.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Pictorial information was visual and displayed around the service. All people had detailed communication passports, individual communication methods and guidance for staff around effective communication.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. We observed adapted communication and support to people when providing feedback on the service for people about the service. We also observed complaints to the service being recorded, investigated, responded to and shared outcomes with the person making the complaint. The people living at the service were involved as were relatives and advocates when appropriate.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. All people who lived at the service were registered with local GP practices. There was involvement from professionals and specialists. The service worked with advocates and the local authority to share information to remove barriers. The service recently supported a person with physical disability requiring equipment to go to a holiday resort of their choosing. The service ensured appropriate, safe equipment was delivered to and collected from the holiday resort to ensure people’s safety. This allowed the person to be supported safely on a holiday of their choosing.

Staff and leaders were innovative in how they 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. People received person-centred care that promoted their dignity, privacy and human rights. Staff recognised and responded to changes in individual’s needs. People had active involvement in choosing and partaking in meaningful activities and community. Staff encouraged people to communicate their wishes and preferences in their preferred communication style. A person who had no verbal communication was often by others considered to lack capacity. The staff team worked hard to build a good relationship and used different communication styles with the person to ensure they were involved in all aspects of decision making about their life.

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 were encouraged to attend meetings with support from relatives and advocates to discuss and review current and future needs and services.