Lavender Fields Care Village

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. This is the first assessment for this 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 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. People’s care plans were person-centred. Information about how people wished to be cared for were documented at the start of their care, and when staff had identified their care needs had changed.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service provides care in a purpose-built setting, tailored to the needs of the community. People received continuity of care from a regular staff team who knew them well. A relative told us, “We know who is coming. They (staff) have only changed twice and each time the new [staff member] has shadowed.” Another relative said, “There is a good deal of consistency of staff. I know by name all the carers.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs . People were provided with information about their care at the beginning of the care service. However, people told us they were unaware they could request access to this information or review information when things had changed. We discussed this with the provider, who said the service had started to better document communication from relatives. The manager was aware of the Accessible Information Standard. People’s information was recorded and stored securely.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service undertook regular surveys to assess the quality of the care provided, and people’s access to services. Surveys were analysed and used to improve the quality of the service. People and their relatives told us they felt listened to.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were able to access care when they needed it. People told us the service was flexible to their 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. The leaders and staff understood people’s equality and human rights. Policies were in place to support these. People’s protected characteristics were recorded and supported to ensure people were not discriminated against.

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. The service provided people with the ability to discuss their future plans. These were recorded, understood and supported.