Argentum 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.

Care and support were provided in accordance with people’s wishes, for example people could choose where to spend time and which activities they would like to take part in.

One relative told us, “The activities programme is excellent and offers something for all interests and abilities. [Person] particularly enjoys the sewing group, quizzes and entertainment. They have enjoyed visits to the local church film club and likes that one to one's enable them to go to the village shopping or to the garden of rest.”

People had been supported to take part in individual activities which were meaningful to them. For example, 1 person had been supported to attend a football match of their favourite team with a loved one and a member of staff.

Relatives told us staff noticed when changes were needed to make care more person centred for people. For example, 1 relative said, “Staff have gone out of their way, [person] wasn't drinking the coffee, staff spotted it straight away. Now they have got their own coffee, that’s not us intervening, that's conversations between staff and the manager.”

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 service worked with people, their families and other professionals to ensure care worked for people and was supportive of their choices. The management team understood people’s needs and health conditions and sought additional support for people where required.

The manager and staff understood the importance of working closely with a range of other agencies including their GP practice. A health professional told us, “Staff appropriately raise medical concerns to us and are always helpful in discussing issues and managing medical problems appropriately.”

People had a consistent staff team. This helped promote continuity of care. One relative told us, “It has been same staff which is really important.”

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

The service had processes to assess people’s communication needs before they joined the service. People had detailed communication care plans They described how people would indicate they were in pain or discomfort, and whether they used any communication aids.

The service welcome pack was given to people when they moved into the service. It provided information to people about the service, their care and additional services available.

The manager had created a leaflet for people of the service’s complaints process. This was in an easy read format and explained in detail how any complaints could be made and how they would be responded to. The activities schedule was displayed around the home and was also shared with relatives.

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.

The provider shared their complaints policy and procedures with people. Where complaints had been received the manager investigated, recorded their findings and shared outcomes. People and relatives told us they felt comfortable raising anything with staff, and the managers were always approachable. Relative comments included, “Communication is always clear and as a family we feel we can always raise any concerns” and “I can speak to anybody, I don't worry as long as I've told somebody.”

The provider sent regular surveys to staff and relatives to seek feedback. The manager analysed the feedback and shared actions taken to address any issues raised. They also shared positive feedback. The manager and staff team received a large number of positive compliments, both from people and their relatives.

The service held regular meetings with people and their relatives. Feedback led to clear actions taken by the provider to improve services. For example, people had given feedback on the menus provided and amendments had been made. One relative told us, “The regular relative’s meetings also give you an opportunity to meet other residents' family members and to be kept informed about developments and raise any issues.”

The provider sought feedback from visitors to the service through a digital reception system. When visitors gave negative feedback, the manager contacted them to discuss their feedback.

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

Staff provided 1 to 1 support to people to assist them in managing their safety and health conditions, where this was required.

The home was easily accessible for those with mobility difficulties. Communal areas and bathrooms were fitted with equipment to help support people with physical needs, such as handrails and bath hoists. Where people preferred to use a wheelchair when going outside, these were readily available to people. One relative said, “One wheelchair suits [person] if it’s not in their room, if you ask for it, staff bring it straight away.”

People's care records demonstrated where people required the support and intervention of external health care professionals this was provided. People could see a GP as part of weekly ward rounds as needed. Staff had access to additional support out of hours from the provider if required in an emergency. This demonstrated that people had access to the care they needed when they needed it.

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.

The provider had an equality and diversity policy which covered the organisation’s approach towards discrimination. Staff had completed equality and diversity training.

Where married couples lived in the home they were provided with privacy and were able to continue their married life as they wished.

People’s care plans guided staff on how to support them in accordance with their wishes, abilities and protected characteristics. Staff respected people’s preferences.

Some additional activities such as visits to local cafes and massages by the visiting beautician were funded by the service to ensure all people were able to take part if they wished.

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 had future wishes care plans which recorded their preferences, where they were happy to discuss this. They also recorded how their family should be kept updated. Several people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. A ReSPECT form can be used to record people’s wishes and preferences so that in the event of an emergency, those looking after them can make decisions about their care that reflects their personal wishes.

Information was shared in daily meetings regarding people who were approaching the end of their life. Managers and staff prided themselves on caring for people with dignity and respecting their wishes as they neared the end of their lives. One staff member told us, “It is about pain management, we spend time with them talking and making sure they're comfortable.”

The manager kept supplies of items for people to use to maintain their comfort at this time of their lives.