Sutton Hall and 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 inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 knew people well, they knew their preferences and knew what was important to them. Daily notes, monitoring charts, care and support and safety checks were well documented.

One person told us, “They [staff and managers] are passionate about the support they provide.”

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 provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s individual communication styles were respected.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff told us staff meetings were useful for sharing ideas. One staff member said, “Team meetings take place, ideas are listened too.”

There was an appropriate system in place to manage any complaints or concerns. People told us they knew how to raise any concerns. However, managers oversight records did not always evidence the action taken. We have referred to this in the well-led section of this report. One relative said, “If I am concerned, I can speak to [staff name] is always bobbing in, I would talk to [staff name].”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff ensured prompt referrals for access to specialist health or social care support were made.

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.

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 were able to share their end of life wishes if the wanted to. However, some records did not accurately reflect peoples identified end of life wishes.