Acquah Lodge- 60 Dalkeith Grove

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 service 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.

Care was personalised and shaped around what mattered to people. Staff demonstrated a good understanding of each person’s history, preferences and identities. Care plans were detailed for people and staff adapted support sensitively.

People received care that reflected their individual needs, preferences and wishes. This was confirmed by relatives we spoke with. People felt listened to, valued and supported in a way which was right for them. A relative told us, “Care staff understand [family member’s] needs and they know how to support [them]. They know what [person] is able to do. They are aware of [person’s] needs. I am confident about this.”

People had choice and control in their daily lives. They were supported to make decisions about meals, activities, clothing and how they spent their time. Staff promoted people’s independence wherever possible, including supporting them to access the community and take part in activities they enjoyed.

Staff worked closely with health and social care partners to ensure care remained responsive as people’s needs changed.

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 received consistency and continuity in their staffing and care arrangements. People were allocated small teams of staff, whom they had built positive relationships with so that they felt comfortable in their presence.

People’s care was well planned, consistently delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

Staff worked with external professionals to help make sure people received coordinated and consistent care.

The provider supplied appropriate and up-to-date information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication. The provider employed a range of staff who could speak the same languages as people who used the service. This had a positive impact on people as they were supported by staff with a shared cultural heritage who were able to speak the same language as them.

Care plans recorded individual communication preferences.

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.

Each person had an allocated key worker that they were comfortable with. Regular key worker reviews were carried out to monitor people’s care and support as well as independence skills to measure progress and encourage future development.

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

The provider had a complaints policy in place. The registered manager told us no formal complaints had been received. There were systems and processes for people and their relatives to allow them to feedback information.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had fair access to the support they needed, and the provider worked to reduce barriers that could limit people’s opportunities. Staff understood the individual circumstances of the people they supported, including physical, sensory and communication needs, and adapted their approaches to help ensure support was appropriate.

Staff supported people to access health care, social activities and community resources. People were supported to attend appointments, engage in hobbies and have an active role in the community.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Managers and staff supported people to access health care services when they needed them, and this was recorded in their care records.

People were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

People were supported to plan for future needs, aspirations and changes in their lives. Staff understood what was important to people and worked with them, their relatives and professionals to help ensure plans reflected individuals’ goals and preferences.

Management ensured staff had guidance to support people through transitions and more complex decisions. They were responsive and played an important role in involving external professionals in people’s care.