Platters Farm 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.Staff were observed supporting people with activities, for example listening to music and dancing or playing bingo. Staff had meaningful conversations with people about things that were important to them, for example their family members or their interests. Staff told us how they read care plans and spoke with people and their families to get to know what people’s needs and preferences were. Staff told us, “We put together the care plans with the families, and we add to them when we get to know people better. This helps new staff to understand, as they read the care plans.” One relative told us, "She has a buzzer, and they have put a handwritten reminder note on her table to press the buzzer if she needs anything which is thoughtful. She never seems to have to wait long for anything."

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. There were GP and community nurse visit notes in people’s care records. People who came to stay at the service short term, for example for respite, and would usually attend a day centre each week, the service would support them to still attend. Staff told us, “The day centre is important to the person and their normal routine, we make sure they can still go.” Community health care professional told us, "Working with the Platters Farm Lodge team is a positive and productive experience, the complexity of the patient health and social care needs has increased, both the care team and therapy team endeavour to work together to safe and successful discharges."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. There were notice boards around the home that displayed the services polices, information how to raise concerns and information in easy read format. There was a newsletter every term that had up and coming events and any updates about the service. One relative told us, "The Physio leaves notes on the wall here. I've had a meeting with Social Services. If I want to see how she is I go to the office, and they are always happy to talk to me."One person told us, "Perhaps having meetings. I know that I can see the Leads, but it would be nice to meet the other relatives." Another person told us, "Perhaps having Meetings. I know that I can see the Leads, but it would be nice to meet the other 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 service had gathered feedback from people about meal choices, and this was then discussed in a team meeting with kitchen staff to ensure that people’s voices were heard and their preferences adhered to. The management team gave examples of how through gathering feedback from people and relatives that the menu had been recently changed and a church service was now organised for the service. One person told us, "The staff never just do things for me they always ask if I need help."

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff told us how they supported people who were staying temporarily at the home, to still attend day centres as it is important for them and they enjoy going. Community healthcare professionals told us, "There is a weekly multi-disciplinary meeting to ensure therapeutic and care actions are identified and completed. This avoids duplication and provides a structured approach to tasks and activities across both teams. There is a daily meeting between care leads and the duty senior therapist to provide daily communication and updates regarding patient health and rehabilitation activity. Regular, open communication between teams is encouraged to promote effective and co-operative working relationship."

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. Community healthcare professionals visited regularly. We observed a community nurse attending the home for flu vaccination on the day we visited. The service had a rehabilitation unit. The community rehab team gave examples of people’s rehabilitation programmes being tailored specifically to their agreed outcomes. Such as recovering from injury, developing and maintaining daily living skills, regaining mobility and independence to return home to independent living. Staff told us, “We work with people when they come into us, which is usually from hospital. We want to get people back to themselves as near as we possibly can, so they can live a daily life.” Staff told us, "Rehabilitation patients are invited and encouraged to attend social activities within the ‘Hub’ and this provides the rehab patients with additional social interaction and motivation to engage in their recovery and discharge planning.”

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 end of life plans in their care plans which included any religious or cultural requests and funeral plans. This included involvement from the hospice, community nurses and the GP visited more regularly. Family were able to stay over with their loved ones. The management team told us, their aim was, to make people as comfortable as possible and pain free.