Kings 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 received person-centred care in line with their needs and preferences. One person told us, “The carers let me go to bed when I want to go and they get me up in the mornings when I am ready to get up.” A relatives echoed this and said, “Some of the carers have shown me various ways to keep [family member] comfy. I appreciate that. Everything is A1 as far as I’m concerned.”

However, one relative was less positive and said there was a lack of activities and were disappointed their family member did not go out as much as they wanted to. We observed a lack of meaningful interactions and activities in one of the units. We fed this back to the general manager who told us they would discuss this in the next meeting with staff.

A healthcare professional who was regularly involved in people’s care thought people’s care was person-centred and people’s needs were met. They told us, “It is clear the service takes a person-centred approach to care, with a good focus on meeting the diverse needs of the residents. As an example, the team support the local ‘food first’ approach to weight management, both in terms of food fortification for those who are underweight or a diabetic diet, as relevant.”

We witnessed staff delivering support in a kind and caring way, allowing time for people to express themselves, and listening to them. Personal care was delivered in a discreet manner that respected people’s dignity.

People’s care plans and care records were recorded respectfully and in a person-centred way.

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 told us they received good care and their healthcare needs were met.

People’s care plans clearly described their healthcare needs and how to meet these. For example, where a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

Care plans were person-centred and included information from the person’s point of view. They identified the person’s care needs and how to meet these effectively. For example, where a person had particular continence needs, the staff had identified that the person would sometimes show distressed behaviour towards staff because of embarrassment. The care plan clearly identified how to support the person in a respectful way and how to reassure them throughout the support.

We saw evidence people were visited by healthcare professionals and supported to attend health appointments as needed. Healthcare professionals involved in people's care recorded the outcome of their visits in people's records and any information or instructions for staff to follow. They included the GP, chiropodist and speech and language team. The management and staff team had developed a good professional relationship with the local authority. A healthcare professional told us, “They really do know their residents; everyone appears well looked after, the rooms are clean, and their hospitality and reception are fantastic. Everything I asked for was dealt with in a professional and caring manner. I rely on the care staff and nurses with the treatment plans and at no point have I had concerns about these not being followed.”

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

People and relatives told us communication was effective, and they were provided with all the information they needed. A relative told us, “The home’s communication is so reliable and so good I can go to work and I know they would call me if there was ever any problem with [family member].”

Staff understood the importance of ensuring people had information that met their preferences and in a way they understood. For example, staff offered some people a visual choice of the meal options to help them make an informed decision about what they wanted to eat.

The registered manager and deputy manager told us they recognised the importance of effective communication and the staff received training in this. People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. This included larger print, pictorial aids and assistive technology. People's care plans detailed their preferences and any aids they needed to support effective communication.

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 and relatives told us they were involved in the planning of their care and support. Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives told us they felt able to raise any concerns or issues and were confident they would be responded to. One person described an incident involving a member of staff which had to be investigated. They told us, “The manager helped me so much. [They] talked to me and kept me informed about the investigation. [They were] 100% on my side. I feel safe here. I am very happy and would not like to be anywhere else. They are very good to me.”

Staff understood the importance of monitoring people’s care to identify issues before they could develop into complaints or concerns.

Information was available for people and their relatives about processes for sharing feedback or raising concerns. Records showed that complaints received had been managed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns were shared with staff to inform their future practice.

People’s needs were assessed prior to being admitted to the home, to help ensure their needs could be met. Initial assessments were clear and detailed how the person wanted to be supported in all aspects of their daily life.

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

People told us they had access to the care and support they required and were happy with this. Most relatives stated they felt their family members’ needs were met because the staff cared and monitored them closely. However, one relative felt their family member’s condition had deteriorated since their admission into the home which they attributed to lack of stimulation and the noisy environment. They added that when they visited, they often found their family member hadn’t washed or changed their clothes. Staff told us the person often declined the support they offered but they tried to encourage them on a daily basis. This was fed back to the management team.

The management team felt they were supportive in ensuring people had access to a variety of services. We saw evidence they had access to specialist care and healthcare professionals.

Care plans were regularly reviewed in order to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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

People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

Staff told us they involved people in decisions about their care and respected their wishes. The registered manager told us, “We ensure that people’s religious and spiritual needs are met in line with their belief systems.” They explained, “One of our residents was a practising Jehovah witness and when [they were] not able to attend meetings in person due to [their] health we arranged for [them] to attend via Teams. We were also mindful that [they] did not practice Christmas so we organised for [them] and [their] family to have separate dining experience in our private dining room.”

A Reverend held worship at the home every other Sunday. Their services served across multiple faiths and were well attended.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs. People’s protected characteristics were recorded if people wished to disclose these.

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 and their relatives were involved in the planning and reviewing of their care including their end of life wishes. Where people were not ready to discuss this area of care, their wishes had been respected and recorded.

The staff confirmed they received end of life care training and would know how to meet people’s needs when the time came.

Care plans reflected how people wanted their care to be when they reached the end of their lives. The registered manager explained how they sought a Greek Orthodox priest to provide Holy Unction to a person of Greek Orthodox faith who was at the end of their life. They added, “The resident was able to tell us before [they] passed that [they] had not worshipped for a long time and had lost [their] faith but now felt at peace with dying.”

Some people were receiving end of life care at the time of our visit. Their relatives told us they were happy with the care their family members were receiving.