West & Rectory Lodges

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 requires improvement. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

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 staff provided care which met their individual needs. People confirmed they received person-centred care and gave us examples of how staff met their individual needs. This included supporting people to access the local community and visit places of interest. Staff understood the importance of person-centred care and aimed to provide this. A staff member commented, “Residents have their own personal space, they are in charge of their life.”

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 confirmed staff had a good understanding of their needs and supported theme to make informed choices about all aspects of their lives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans detailed the support people needed with communication However, the people receiving a regulated activity did not have specific communication requirements.

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 said staff listened to their views and made changes when needed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were available at any time of the day or night to provide support. A staff member said, “There is always a manager on-call [for help and advice if needed].”

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 to achieve positive outcomes taking account of their needs and preferences. With support from staff, people had progressed and achieved positive outcomes since they started living at the service.

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 could discuss their wishes and preferences for their future care needs.