Lambeth Office

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. This is the first inspection of this service. This key question has been rated 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.

People told us they had copies of their care plans at home, and they were involved in the creation and reviews of them. Care plans documented people’s protected characteristics, and this was taken into account when planning care and treatment. Care plans were person centred and included how people should be supported.

People told us they had a choice of the gender of staff who supported them with their care needs. People and their relatives told us if care needs changed, they would contact the registered manager. They told us requested changes were put in place as soon as possible.

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 received support from the same members of staff wherever possible to ensure continuity of care.

The provider worked with health care professionals and services in the community to support people’s needs. One person told us, “I am supported with activities, I am supported to attend church.” The registered manager told us a member of staff supports a person to attend church each week to ensure their religious needs are met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People’s care plans documented their communication needs. The provider had an accessible information standard policy in place. People and their relatives told us they received information in a format that was easy to understand. One person said, “The information provided by the service is easy to understand.” People also said they had no concerns with staff communication.

We saw care plans where people required additional visual support for example, care plans and MAR charts were provided in large print, so the information was accessible to people.

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 registered manager told us that calls were made to people to review people’s satisfaction with their care. One person said, “The service keeps in contact with us.” Reviews included discussions around kindness, communication, attendance of visits and any improvements they would like to see at the service. One staff member told us in relation to management, “I know that any concerns would be listened to and addressed without fear of negative consequences.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.People told us they were supported to access care and treatment by the registered manager and staff. People told us they were also supported to access the community as required such as support with attending churches and going shopping.

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 supported people with their care needs as required. People told us they did not feel discriminated against, and they received the appropriate care and support required. Staff knew people well to understand their equality related needs and to ensure appropriate care and support was delivered.

People’s plans for important life changes were not robustly documented to inform staff how to assist people if required with decisions about their future.While care plans had the section for people to provide this information, the plans we reviewed did not have this information completed. We raised this with the registered manager who informed us discussions would be had with people and their relatives to gather this information, if they wished to provide it.

People had the opportunity to provide information about their DNACPR requirements. The service had an end-of-life policy in place to advise staff how to support people with this need.At the time of the inspection, Lambeth Office was not supporting anyone with end-of-life care.