Maple 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 assessed 7 quality statements under the responsive key question, identifying both areas of good practice. The overall rating for this key question is good. Feedback was positive about the way people felt listened to, were treated and the care they received. The provider had an inclusive culture. People and relatives told us care was coordinated. People and relatives told us Maple Lodge staff worked well with other external agencies and staff kept relatives updated of events. Systems were in place to seek feedback from people and staff, we saw evidence actions were taken following feedback given.

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 and relatives were complementary about staff at Maple lodge and the care they received. Comments included, “I would recommend the home”; “[Person] really does see Maple Lodge as their own home” and “The staff at Maple Lodge have gone over and above.”

One member of staff said, “The focus must be on valuing the person.”

We observed people being treated in a person-centred way, by staff who knew them well. For example, staff knew how people preferred their drinks to be made, and which were their favourite snacks.

Relatives told us staff at Maple Lodge worked well with other agencies and kept them informed about any updates or changes to people’s care. We were told, “They keep me up to date” and “Staff made this much easier for us as they kept in regular contact to provide updates.”

Staff understood the importance of working with people and relatives. We were told, “We work alongside people and their family members.” This was in response to discussing how staff achieved positive relationships with people.

External partners told us there had been inconsistencies in leadership at Maple Lodge which impacted on the continuity of care for people. However, they expressed work had been completed with the registered manager since they had been in post to make improvements.

People received joined up and flexible care when they needed it. Systems were in place for staff to discuss any changes to a person's care needs and seek support from other agencies. Care records were well maintained and demonstrated people received coordinated care.

Relatives confirmed they were encouraged to give feedback on people’s care. We were told, “Staff at Maple Lodge always include us in every review for [Person].”

Staff told us how they communicated effectively with people. This included communicating with people using aids, techniques and information in various formats developed for the individual.

A senior member of staff told us, “It is important to identify any gaps in training that can support us to do this.” One member of staff told us, “I find out how someone would like to receive information and how they would prefer to communicate.”

People felt listened to and relatives described a positive culture of communication between staff and the manager. Comments included, “I have regular discussion with the manager about my care and about my stay at the home” and “I feel very much involved with [Person’s] care.”

The registered manager confirmed surveys were completed with people and staff, regular resident’s meetings took place to gain people’s feedback on the service.

Systems were in place to seek views from and capture feedback from people. This included a complaints process. Records demonstrated the actions the registered manager had taken in response to complaints being raised. Records demonstrated apologies had been made to people when things were found to have gone wrong.

People and relatives told us staff were helpful and supportive to ensure they received the care they required from external health professionals.

Staff told us how people were supported to access external health professionals. This included visiting district nurses, opticians and dentist.

Partners confirmed staff at Maple lodge worked with health professionals to provide positive outcomes of care to people.

People were able access care when they needed it. Staff responded to changes in people’s needs and had effective systems in place to seek a resolve to an immediate care need. For example, positive relationships with the district nursing team had been formed.

People and their relatives were generally positive about the way the home was managed. Feedback was positive about the way people were treated and the care they received.

Staff described how people’s views were sought. Feedback included using the person’s preferred communication aid, if they were unable to express their views and wishes verbally.

Systems were in place to obtain information about people’s individual care and support needs. Care plans reflected people’s changing needs and demonstrated people were able to access other services and received coordinated care.

Relatives told us they were kept involved and updated in people’s care. Many spoke of the availability of staff and manager to support them with any questions.

Feedback demonstrated how staff worked with other health professionals where people received end of life care.

Care plans reflected peoples wishes and feelings regarding their care at the end of life. This included where a person had a Do not attempt cardiopulmonary resuscitation order (DNACPR) in place.