Napier Lodge Limited

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. A staff member commented, “We try to get to know each resident as an individual. We talk to people and their families.”

Relatives felt their family members were at the centre of the service. A relative told us, “Managers are all about the residents and are totally focused on getting it right for them. They are really accessible, and they find time (for each person). I never feel as if what I have to say isn’t important. If I thought something wasn’t right, or if I was worried, I am one hundred percent confident it would be sorted out.”

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 staff member told us, “People have all sorts of different needs including physical, mental and emotional. They need support to live freely.”

A relative described Napier Lodge as “a homely home, where everyone knows [person].” They also said, “It doesn’t matter how difficult the conversation is, [Registered Manager] understands and does everything to help.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and their relatives in decisions about their care and told them what had changed as a result.

Relatives told us they were involved in care planning and kept informed about their family members. A relative told us, “I trust completely that I would be contacted and involved in any events.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The premises were accessible. Ramps and a lift were in place to support people who had mobility challenges and mobility aids had been installed in bathrooms.

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. Staff were respectful of people’s differences. Records showed individualised care was delivered to meet people’s needs.

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.

Where people had shared their end of life wishes, these were documented and known by staff. Care documentation showed staff had supported a person to plan for their end of life by accessing independent information.