Acacia 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 requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation relating to person-centred care. Improvements were found at this assessment and the provider was no longer in breach of this regulation.
 

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 people’s individual needs and preferences, what was important to and for them and staff understood these. The registered manager described the care plans as a “living tool” and emphasised that they were evaluated regularly. We saw care plan reviews which reflected people’s changing needs and how staff adapted to these.

Relatives told us staff knew people well, understood their needs and kept them informed about important issues affecting their family members. One relative told us the staff were "very friendly and caring" and said their family member had "formed relationships with some of the care workers."

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 collaboratively with people, families, healthcare professionals and partner agencies to ensure care remained coordinated and responsive to changing needs. We saw examples of effective communication and joint working with a range of professionals, including rapid response services and local authority teams. Staff used daily records, care plan evaluations, written handovers and electronic communication systems to share information and maintain continuity of support. Records demonstrated people received coordinated care when accessing health services. This helped to ensure important information was shared and support remained consistent across different settings.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives received information about the service through newsletters, digital communications, resident and family meetings and day-to-day discussions with staff.

Leaders described how newsletters and digital communications were used to keep people and their families informed about activities, events and developments within the service.

The provider regularly sought feedback from people and reviewed the results to identify opportunities for improvement. We saw residents survey findings were analysed and acted on. For example, people expressed a preference for the term "resident" rather than "service user". The provider had reviewed this feedback and planned to reflect this within care records and service documentation. Feedback regarding laundry arrangements also resulted in an action for leaders to reinforce information about a potential outsourced laundry service.

Family meetings provided opportunities for relatives to receive updates, discuss the service and share feedback.

Records showed people were provided with information about meals, activities, events and the support available to them, helping them make informed choices about their care and daily lives.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

We saw records of people being referred to and supported by a range of healthcare professionals, including physiotherapists, dietitians and rapid response services.

Staff supported people to attend appointments and incorporated professional recommendations into care planning. The provider also supported people to maintain family contact, participate in activities and go out into the community, helping to ensure people could access support and opportunities that met their individual needs. A relative told us “[Person] is encouraged to take part in activities and socialise, whilst still appreciating the comfort of routines in the home."

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The registered manager reviewed people's care arrangements when circumstances changed and used mental capacity assessments, best interests decisions and Deprivation of Liberty Safeguards processes to help ensure future care arrangements reflected people's needs, wishes and best interests.

Staff reviewed changes in people's mobility, support needs and community access arrangements and adapted support accordingly. Where decisions were required about future care arrangements, the provider worked with people, families, healthcare professionals and local authority partners to help ensure decisions reflected people's needs and best interests.