Astor 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. At our last inspection we rated this key question requires good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. However, improvements were needed to some aspects of care such as activities to ensure people received person-centred care and they wished, they were kept occupied and stimulated. Care records were detailed and contained information about people's likes and dislikes, things of importance to them. Care plans were in place for people’s identified needs, however we advised they should contain guidance for staff of how people wished and needed to be supported, especially where people could not direct staff themselves. This would assist with consistent and person-centred care. We were told this was being addressed.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported after admission following a hospital stay caused by a decline in health or an accident.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. However, people did not always have information in formats to suit them, for example, when choosing meals. We were told that people if necessary were offered 2 plates of food at mealtime to help them make a choice, however, this was not observed at inspection.

The registered manager 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. A person commented, “Staff know me. I decide when I go to bed.” A relative told us, “[Name] makes choices. People told us staff listened to their views and acted on feedback. A person told us, “Staff are very helpful, they listen, if I have a query or a question.” People and their relatives knew how to voice their opinions or raise complaints and felt free to do so.

Staff made sure that people could access the care, support and treatment they needed when they needed it. A relative commented, “When [Name] was not well, an ambulance was called, and they went straight to hospital.” People's care records showed they had access to care, support and referrals were made for treatment when they needed it. A staff member told us, “There are occupational therapists available on site each day, to carry out assessments.” Care records included information around people's sensory and communication needs.

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. A person told us, “The toilet, was too low so they adapted it for my needs.” Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A person commented, “I do my exercises, they are in a book they gave me, I am determined.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. A person told us, “I am kept informed of any changes, I am preparing to go home, when I am more independent.” People’s wishes to remain at the home were respected when they neared the end of their life. Advanced care plans that were in place contained people’s plans for the future and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required. A person told us, “I have told staff that I want to stay here.”