Cinnamon 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. This is the first inspection for this newly registered service. This key question has been Good: This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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.

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 supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We saw evidence of the use of the Picture Exchange Communication System (PECS), a tool designed to support people in communicating through pictures. Whenever appropriate, all care plans and related information were presented in PECS format. The service supported individuals to enhance their understanding of PECS and its applications. One relative told us, “[Staff] also use PECS. It was attempted in school with limited success, the staff at Cinnamon Lodge actively promote and encourage [Person] to develop and use PECS. Because of this, [Person] is now able to communicate more effectively than before. Their routine is well managed, [Person] feels more in control and understands what is happening next.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. This meant people were involved in decisions about their care and were told what had changed as a result. The service used alternative formats, such as PECS and easy read to gather formal feedback from people using the service. Additionally, people’s progression plans were reviewed regularly and feedback from people and their key workers were sought to help understand any barriers to meeting their goals, allowing these to be refined over time. Relatives told us they are invited to a monthly online group where someone from the management team is present to listen to their feedback. Relatives told us their feedback is acted upon. One relative told us their loved one's care plans and medical documentation are kept up to date, and they feel well-informed. They attend medical appointments with the support of staff, who provide support to both the person and relatives in understanding the information discussed during those appointments.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. The service partnered with a local dentist to help an individual who had never visited due to anxiety. They arranged for the dentist to conduct check-ups in the person's car, creating a safe space that minimised distress and allowed for essential dental care. Relatives praised this initiative, saying, “[Person] went with staff from Cinnamon Lodge to the dentist, for first time in their life! Cinnamon Lodge staff made it happen. It was like a miracle! He needed treatment, and I can’t thank them enough.” Another relative told us, “[Person] has regular appointments with his GP, psychologist, and dentist. Every professional is involved, and we receive updates or are invited to participate. His keyworker keeps us well-informed.”

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.

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 recognised discussions about future planning could be uncomfortable for people and their families. To make these conversations easier, they reframed the conversation to emphasise the celebration of life, promoting people and their relatives to engage in future planning. This was a document that was regularly reviewed as peoples interests changed.