Lonsdale Mews

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 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 mostly 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 family member described their loved one’s eating and drinking care plan required amending, as their relative did not eat pork for religious reasons. One area of the care plan stated this, however, another section recorded that they did not eat pork as they did not like it. As a result, for one meal, their relative was given gammon, which the family member believed had occurred as staff had not associated gammon also being part of the pork family.

The provider had completed numerous care plans and risk assessments for each person to assess their needs in all aspects of care. We found a small amount of information differed between the care plans, risk assessments, and other records. We fed this back to the registered manager who advised they would rectify this.

Whilst care plans and risk assessments were regularly reviewed and updated, occasionally, this was found to be completed in silo, rather than as a whole, meaning one care plan was updated, and linked information in another then became out of date. The majority of people’s care plans were accurate, consistent and reflective of their needs.

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.

Staff worked well with professionals who were involved in people’s care. They understood their local community and how to support people to be involved. Staff encouraged people to engage with their local community but respected their wishes where they chose not to.

We observed that staff worked in partnership with health and social care professionals to ensure people’s needs were met. For example, staff collaborated with social workers, occupational therapists, and GPs to support people living at the service.
There was a consistent staff team, and the service did not use agency staff. This meant that people were supported by staff who knew them well and there was continuity of care.

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

The provider had a wealth of information available to people and their relatives in the reception area and foyer. Local magazines were available in the bistro café.

Information was noted around the service, including large notice boards on each floor to provide information such as date, time, and activities. Directional signage was also observed to be in place, including dementia friendly signage. Darker coloured toilet seats helped guide people to the toilet.

People told us they felt informed about their care, and the activities which were taking place each week.

Relatives advised they were always kept informed about important information relating to the service, or changes in their family member’s presentation or health.

The registered manager told us information was available in a variety of formats to meet people’s specific needs. Staff were also considered, with training materials being more visual, yellow paper being used, and computer filter screens to support staff who were dyslexic.

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 told us they felt listened to when they wanted to raise a concern or make a suggestion, and relatives were confident in who to speak to should a concern ever arise. People and their relatives were confident they would be taken seriously, complaints addressed swiftly, and ideas genuinely listened to.

The provider had a wish tree in their main reception, where people could hang a wish, such as wanting to go swimming. The provider worked hard to make people’s wishes come true.

Regular resident and relative meetings were held, which gave people the opportunity to present any suggestions, and get involved with the direction of the service such as décor, activities, and the menu.

Staff also told us they felt listened to and valued by the leadership team.

Information could be provided in a range of formats to ensure everyone could keep up to date and be involved in the service. Service user guides provided clear information and details for people and their relatives.

The registered manager told us they involved advocates when required to ensure people’s voices could be heard.

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

People could access support when required. Staff were onsite 24 hours per day, and there was always a senior member of staff on duty.

The provider worked closely with the local GP surgery and pharmacy to ensure people had access to timely medical treatment when required. Staff supported people to attend appointments such as hospital appointments.

Eye tests could be arranged inhouse, for those with limited mobility or who chose to stay within the service. One relative suggested a visiting dentist would be a welcome addition.

The layout of the building was accessible to those using a wheelchair or mobility aid, and bathrooms had been converted into walk in wet rooms, with an adaptive bath to ensure this was accessible to all.

Emergency protocols were in place, and the provider’s business continuity plan contained robust details and was reviewed regularly.

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 experienced good outcomes living at Lonsdale Mews. One relative praised staff and commended, “the effort put in by staff to ensure [people] are cared for and the varied activities to keep everyone occupied.”

Activities were tailored to be inclusive for all at the service. A local dart player came into run dart sessions with people. This was observed to be so popular extra chairs had to be brought into the bistro café. Consideration was given to people who used wheelchairs and people who could not stand for long periods of time when playing darts. The service ran Namaste sessions which are therapeutic sensory activity sessions such as hand massages with dimmed lights, relaxing music and scents, primarily for people living with dementia who may not enjoy or be able to participate in some of the other activities. Whilst all activities could be attended by both genders, the activities team had identified there was less males in attendance than females at activities such as knitting and had set up a ‘Gents club’. This gave men an opportunity to spend time together with like minded individuals and discuss topics of interest such as sports. The Gents club had also recently had a very successful afternoon out to the local pub.

Staff completed training in Equality and Diversity and understood people’s rights under the Equality Act.

Care plans detailed how staff could support people with any protected characteristics, and policies around diversity and inclusion were regularly reviewed and updated.

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 supported kindly and sensitively at the end of their lives. The provider had recently received their Quality Hallmark Award with the Gold Standards Framework, which is a specialist training to support people in their final stage of life. All staff had completed this training, and the provider had demonstrated the Gold Standards Framework was embedded in staff practice across the board.

People had detailed care plans to support staff to care for them during their final days, and additional staff support was brought in when required to enable staff to have the time to spend with people, making sure they were comfortable and relaxed. Relatives could visit at any time and stay for as long as they needed.

One relative said, “Staff were in daily contact when dad was ill and now, they update me on how mum is emotionally and how they are with their grief. A carer came with us to help look after mum at dad’s funeral and they were brilliant with their support and mum was holding onto the carer’s hand for support.”

Several family members had continued to volunteer at Lonsdale Mews, after their loved ones passed away, as they felt the staff team and other people at the service had become part of their extended family.