Alvina 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

Responsive – this means we looked for evidence that the service met people’s needs. The last rating for this service was good. At this assessment, the rating remained 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.

People received care which met their needs and reflected their preferences. Comments from people included, “I get very good treatment from the staff” and “I like the routine - when to get up, what to eat, when to take medicines and go on appointments, it works for me.” An external professional told us, “My clients are well settled and wish to continue living at the service.” People were supported to set targets for themselves and regularly met with staff to discuss these. Each week people reviewed their needs with staff and discussed their mental and physical health, general wellbeing, activities they had participated in, medical needs and personal safety. We observed people had a good rapport with staff. The staff had a good knowledge of the people they were caring for and were able to tell us about their needs and the support they needed.

Staff encouraged people to be independent when they were able but also supported them to access community healthcare when needed. They supported people to plan for their own needs, and to live healthy lifestyles. For example, planning for their shopping needs. Staff escorted and supported some people in the community to help keep them safe and make sure they got the most out of their experiences.

People were given the information they needed about their care and support. The provider organised for weekly individual meetings and monthly community meetings where people could ask questions and were supported to understand information. Where necessary the provider would support people if they did not speak English, but at the time of our visit this was not necessary.

The provider listened to people and responded to their concerns and feedback. People were able to give feedback during community meetings. They also knew how to make a complaint or raise a concern. People told us they felt concerns were appropriately dealt with and they felt confident and able to speak with staff and the management team. Comments from people included, “Staff treat me ok; I would tell them if I had a problem” and “I haven’t made a complaint, but there’s a [suggestions] box in the hall if I want to.” An external professional told us, “From my understanding, management maintains an open-door policy, ensuring accessibility and fostering a supportive environment for residents. This approach helps create a comfortable and reassuring living experience for my clients.” We saw that all concerns and complaints had been taken seriously investigated and appropriately addressed.

People were supported to access the service and the other services they needed. The registered manager told us, ‘’The stigma surrounding mental health still limits the community opportunities available to our residents, making it harder for us to integrate them fully into society despite our best efforts. The complexity [of their needs] requires specialised, consistent, and compassionate care.’’ Staff helped people to take control over their lives and to make wise choices. They helped them to find out about different services and supported them to access these and to overcome barriers where possible.

People’s human rights were protected. The provider had procedures regarding equality and diversity. Staff had training to understand about non-discriminatory practice. The registered manager told us, “Individuals receiving care have the right to be treated with dignity and respect. We believe care should be provided without discrimination. Every individual is entitled to the same standard of care, and services should be culturally sensitive and inclusive.’’ People’s care and support plans included information about their cultural and religious needs and if they needed any support with these.

The provider supported people to plan for the future. People participated in 6 monthly reviews with multidisciplinary teams to look at progress, achievements and ways to lead a more independent life. The registered manager told us some people had moved on to less supported settings in the past. However, the service was seen as a long term home for people if they needed this and they were able to take steps to independence at their own pace. The registered manager told us people living at the service had made good progress in their recovery from crisis situations and individualised support plans had enabled them to stay living at the service and achieve new personal goals.