Stanway Green 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 support choices and they decided, in partnership with people and those important to them, how to respond to any relevant changes in people’s needs.

People and their relatives told us the care was personalised. People’s care plans were person-centred and reflected people’s individual preferences for support.

People’s daily care records did not always reflect how people had been offered meaningful, personalised activities and engagement. However, the provider showed us the activity programme in place and explained how people were supported to participate in activities in the home. Managers told us not everybody wanted to take part in group activities and where people chose to spend time in their rooms or doing activities on their own this was respected and their preferences were recorded in their care plan.

The provider understood the diverse health and care needs of people and responded flexibly to meet these needs, adapting staffing levels and skills to meet people’s changing needs as required. The provider promoted choice and continuity in people’s care and worked in partnership with other healthcare services to respond to people’s individual health needs.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people’s individual needs. People’s care plans detailed how they communicated and any aids used to support their communication. The provider displayed information in a variety of methods including large TV screens, display boards and supporting people with the use of phones, laptops and electronic tablets where appropriate.

The provider made it easy for people to share feedback or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result. Concerns were taken seriously and responded to respectfully, with actions identified and shared.

People and their relatives told us the management team were responsive when concerns were raised. Comments included, “If I had a complaint then I would go and see the manager, [the manager] is approachable and helpful”, “I can talk to the manager anytime” and “I can go and tell them anything and they listen to me.”

The provider made sure that people could access the care and support they needed when they needed it. People were supported to attend their health appointments or receive health professionals into the service as and when needed. One health professional told us, “I am always met with a friendly, helpful and professional attitude. They always ensure that I am escorted to each patient that I need to see, and have a very caring, personal attitude towards all of the residents.”

Staff and leaders listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff had received specialised training in understanding the needs of people living with dementia to support better awareness in how to adapt communication and environment to promote positive experiences.

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 provider considered people’s future planning including any end of life care wishes as part of their initial assessment of people’s needs and reviewed this information regularly. People’s relatives told us staff were compassionate and respectful of people’s dignity when providing palliative care.