Bradstowe 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

We found improvements had been made and the previous breach of regulation had been met. There were now accurate records kept relating to people’s care and treatment. Staff made sure people’s choices and preferences were recorded and people were involved in developing their care. People received information in the way they preferred and were supported to record their wishes for their future care.

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.

People received care in the way they wished. They told us, “I can decide what I want to do”, “I can come and go as I please” and "I’m not made to do anything”. Routines were flexible to people’s needs and wishes. For example, people told us they got up and went to bed when they wished. One person told us, “I get a cup of tea in bed at 7 because I asked for it. Sometimes I go back to sleep”.

Staff told us they worked with people to keep them as independent as possible and keeping with their choices and preferences. Staff described how they were flexible when supporting people each day.

We observed staff offer a person a drink as they had missed the tea trolley because they were doing something else. The person accepted the drink, another person requested a drink at the same time and this was provided with a smile. A person told us, “They come round at set times and I can ask for a cup of tea at other times, when I want one”.

During our site visit we observed a visiting optician checking people’s vision. They gave people clear advice about their needs and options to support people to choose what they wanted to do.

Staff explained how they referred people to health professionals when their needs changed. The management team arranged for professionals such as the optician to visit the service, so all people had access to the professionals.

We have not received any negative feedback from professionals.

There were processes in place to make sure people had access to the health professionals they needed.

People received information in ways they understood. For example, signs were in large clear print. The complaints process and resident survey contained pictures to support people to understand how to raise concerns and share their feedback. These had been effective and people had shared their views with staff and the leadership team.

Staff described how they provided people with information and altered their approach for different people.

The management team had effective processes to make sure all information was available in different formats.

People told us they felt listened to. A person told us, “The staff are very accommodating. I feel I can speak to them. They listen”. Another person told us, “If I had a concern I could always go to the office and complain” and “Staff act on it straight away”.

Staff told us people were asked for their opinions and suggestions in meetings and through surveys. Staff described how people's ideas had been taken on board and changes had been made.

Regular residents meetings took place to understand people’s views of the service and get feedback and suggestions. People were asked if they had any concerns and were reminded how to raise any worries they had. When asked about the activities people had responded they were enjoying the visiting entertainers and using the garden. People had shared positive feedback about the menu and had no suggestions to add. Minutes of previous meetings showed people’s menu suggestions had been acted on. People were asked to complete quality assurance questionnaires every 6 months. Feedback had been analysed and the outcomes shared on ‘You said, We did’ posters. You said, we did, feedback was provided every month and showed people’s suggestions had been acted on, such as a Halloween party, cleaning the lounge carpets, hanging pictures for people and making a special stew. Monthly easy read newsletters were given to people and their relatives to inform them of any special events and meetings. They included jokes from people.

All areas of the service were accessible to people. People told us they enjoyed using the garden which had suitable chairs, tables and shaded areas. A person told us, “There is a garden at the front we can use and we planted pots to make it look lovely”. People used a lift to access the upper floors and were able to come and go as they pleased. Furniture, such as chairs and tables were designed to support people to get up and sit down without support, including arms on all chairs for people to push down on when standing. Blocks had been used to make sure tables and chairs were at a comfortable height for people. People had the equipment they needed to move around safely and meet their individual needs, such as hoist slings and commodes in the correct size. Each person had their own equipment and did not need to share with others.

Staff described how they made sure people could access all areas of the service and any healthcare professionals they needed. Staff described how people were supported to leave the service safely including ramps for step free access.

We did not receive any negative feedback from partners.

There were systems in place to make sure people could access the care they needed. The management team made sure people had access to healthcare quickly when required.

People told us they were treated equally and they had good outcomes in their care and support.

Staff told us they made sure people received their assessed level of care and support to ensure outcomes for people were equitable, when people needed more support this was provided.

There were processes in place to listen to people and opinions of the outcome of their care.

People had been given the opportunity to speak to staff about their plans for the future. This included if they wished to have some kind of treatments or go into hospital. People had considered when they wished to go to hospital, such as if symptoms could be better managed at the service.

Staff described where they would find information about people's end of life wishes and how they would make sure these were honoured.

This information was available to staff on the electronic care records as well as in a ‘grab’ folder, which people took with them to hospital. This was to ensure health care professionals were aware of people’s wishes.