Clifton 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 provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 registered manager 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. Care plans were person centred and contained all the information staff needed to support people as individuals. Staff met with relatives to build a picture of people and how best to support them, including their likes/dislikes and how best to engage with them. The service tailored activities to meet people’s needs and interests. There were dedicated activities staff who arranged structured activities for people to join in, to keep them stimulated and engaged throughout the day. They also arranged for external people to come in such as entertainers and had arranged for animals to visit. We saw photographs of people smiling and enjoying taking part in these activities. A relative told us, “They even have a person who does hand massages and cuts nails.”

The registered manager 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 registered manager worked closely with other healthcare professionals to ensure people received prompt access to care.

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s and their relative’s communication needs were assessed when they first had contact with the service to ensure staff knew the best way to communicate with them. The provider had resources available to the service to ensure they could meet the Accessible Information Standard 2016.

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. People and relatives were encouraged to give their feedback on care through meetings and surveys. One relative said, “[Registered manager name] would address any issues or complaints.” Another relative said, “Communication is very good with the service.”

The registered manager made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to have equal access to healthcare services in line with legal equality and human rights requirements. The registered manager told us they had built up good relationships with other healthcare professionals in the NHS. This working relationship enabled people to receive accessible support and treatment.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes. They tailored their care, support, and treatment in response to this. People’s care was coordinated to ensure they had the best outcome and access to services. Relatives told us the staff were very proactive at accessing services and support for their loved ones. One relative said, “The staff are very good at getting the GP involved for any concerns.”

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 registered manager worked with people and families to ensure their wishes were recorded for the end of their life. A relative told us, “The care is absolutely impeccable. I could not have cared for my loved one better at home.”