Hope Lodge Care Home

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 were supported by a long standing and stable staff team who knew peoples’ preferences and respected their choices and decisions. A relative said, “[Staff] really know what people like and accommodate this.”

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. A relative was complimentary of the diversity of the staff team and their understanding of their relatives’ cultural needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed; we did not observe any concerns in relation to how these were met. Communication aids were available such as pictorial menus.

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. A relative praised the service for how they kept them up to date about their loved ones needs and how the service involved them in decisions relating to their care. A staff member said, “We chat with people and make sure they are happy with activities or if they need anything. We support them to do what they want to do.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported in accessing external professionals when needed. The home was accessible to people’s current mobility needs.

Staff and leaders actively 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. For example, people were supported to have monthly keyworker meetings, where they discussed how they felt about their care arrangements, their health, and progress on the goals they were working on.

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. For example, a person had been supported to plan for bereavement. This plan contained person-centred information such as how to provide them with comfort and reassurance.