Autumn 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 79 (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 was exceptional at making 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’s care plans were highly personalised and reflected not only their assessed needs, but also their preferences, life histories, interests and what mattered most to them. Staff used ‘This is Me and My Life Story’ to explore important elements of each person's life and understand what mattered to them. This then ensured care and support were delivered in a meaningful way that was centred around each person. The management team and staff took time to gather detailed information about people and used this creatively to ensure their skills, achievements and life experiences were recognised, valued and celebrated. The provider told us, “Some residents like a brisk walk first thing in the morning, while others would sooner go out in the afternoon. Personal care is no different. Some residents would rather not have a shower in the morning and instead enjoy one in the evening before bed, so that is how we do it for them. We fit the day around each resident, not the other way round.”

Staff recognised the importance of supporting people to maintain and express their identity. For example, people were supported to attend LGBTQ community events, to purchase clothing and decorate their rooms in a way that reflected their preferences and sense of self, promoting their wellbeing and inclusion. The home developed links with their local LGBTQ dementia café so those who wished could develop friendships and express themselves fully. A number of people loved movies, so staff supported them to access specific ‘dementia-friendly’ screenings at a local cinema, enabling people to enjoy this with positive impact on their wellbeing. Some people used to enjoy cooking. The chef arranged a ‘cooking session’ with them every week, where they could be involved in making the meals for that day. This promoted people’s independence whilst supporting motor skills such as dexterity. The home had an extensive activity schedule and during the inspection we saw people enjoying a musical performer. Staff remained present and engaged with people, dancing and singing along, to ensure people could be as involved as they wished. The home also facilitated the entertainers to visit people in their rooms so those who are unable to come to communal areas, or chose not to, were not excluded.

Relatives were also extensively involved in shaping their loved one’s care. One told us, “[Staff] really go above and beyond to keep me updated and involved. If I come in, I’m also offered a drink, even a meal. The big events they have throughout the year are always appreciated, for us all to celebrate and keep smiling.”

A visiting professional told us, “All of the staff have impeccable knowledge of their service users. [Assistant manager] in particular is absolutely amazing and knows the service users and their family incredibly well. The wider team including the carers are also brilliant and can always answer my questions about service users, report on any pain and are very caring and kind in their interactions with service users.”

This innovative and inclusive approach enabled people to continue using their skills, pursue meaningful interests and make valued contributions within the home. As a result, people were supported to maintain their sense of identity, purpose and self-worth. Care was delivered in a way that recognised and celebrated each person's individuality, helping to enhance their confidence, emotional wellbeing and overall quality of life.

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 had access to a range of healthcare services and were supported to attend appointments when required, including with GPs, hospitals and other healthcare professionals.

The provider had developed positive working relationships with external healthcare services, including the Community Matron, who visited the home regularly. These visits enabled timely monitoring and management of people’s health needs and, where appropriate, helped to reduce avoidable hospital admissions through early intervention and coordinated care. When people required hospital treatment, the provider sought to ensure they were supported by familiar staff where appropriate to promote reassurance and continuity.

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

The service adhered to the principles of the Accessible Information Standard (AIS) to identify, record and meet the communication needs of people. This ensured that information was provided in formats that were accessible and meaningful to individuals, enabling them to understand and engage with their care and support.

People’s communication needs were assessed and tools such as ‘This Is Me and My Life’ were used to develop communication passports. Measures were then put in place to support people as needed. For example, a staff member had made a visual catalogue of the films available, so people could easily pick what they wanted to watch.A weekly newsletter was produced to share information and keep people, their relatives and friends informed of events and activities at the home.

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 their relatives felt listened to and told us that any concerns they raised had been addressed quickly. One relative said, “I’m in here regularly and there’s always someone around should I need to raise anything. I’ve never really needed to though.” The provider had a complaints policy in place which was on display and readily available. This had been followed when any matters had been raised.

Managers held resident meetings and surveys were sent out regularly to enable people and relatives to give feedback. The results were analysed and action taken to address any improvements or changes which were requested. For example, where people had mentioned the conservatory being cold in the winter, specific air conditioning units which offered both cooling and heating were installed. Following each survey, the provider wrote to each respondent to highlight what changes would be made in line with their feedback.

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

Care records showed that people’s health, care, and support needs were regularly monitored. We saw timely referrals were made to other professionals, including speech and language therapists and GPs, and where needed, people were supported to access appointments. People also received regular visits from the domiciliary dentist and opticians. The home was fully accessible to people living with a range of physical needs. Corridors had been widened to enable wheelchair users and people using walking aids to access all areas easily.

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 demonstrated a strong commitment to equality, diversity and human rights, ensuring people were treated fairly and with respect. Legal requirements relating to equality and human rights were understood and applied in practice, with proactive steps taken to identify and address any barriers that could negatively impact people's experiences or outcomes. The provider recognised the importance of promoting inclusion and ensuring people could access care and support that reflected their individual needs and protected characteristics.

People’s religious, spiritual and cultural needs were explored during the assessment process and clearly documented within their care plans. This helped to ensure care was delivered in a way that respected people’s beliefs, values and preferences. A range of religious and cultural activities and events were available throughout the year, supporting people to maintain connections with their faith, culture and identity. One person was supported to continue attending the church of their choice as this was important to them.

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.

Staff encouraged people to discuss their preferences in relation to the care they wished to receive. This included any wishes they had for the end of their lives. Where preferences were shared, these were clearly documented in people’s care plans. Information such as religious beliefs, cultural wishes, and funeral arrangements were included. People who did not want to engage in these discussions had their wishes respected. Staff had undertaken bespoke training to enable them to support people at the end of their lives.