Liberham 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

People were always at the centre of how care was planned and delivered. People and their relatives told us the care provided was exceptionally person-centred and effective. Staff used creative ways to involve and enable people which improved people’s quality of life and positively influenced their overall health. People’s health and wellbeing support needs were understood, and they were actively involved in planning care that met those needs. Care, support and treatment was easily accessible, including physical access. People could access care in ways that met their personal circumstances and protected equality characteristics. People and their representatives were listened to by staff and could influence how the home was run.

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.

Staff were dedicated to providing person-centred support to people. Staff told us, “We get to know [people] to tailor things to what they would enjoy.”; “Most of the time I do work [with the same group of people]. This is allowing me to get to know my residents very well, their needs and expectations.”; “I really enjoy my job. When you see [people] smile, it really makes me happy.”

People’s support was person-centred. The atmosphere in the home was calm with appropriate age-related music softly playing in the background. People’s bedrooms were furnished to their own tastes with photographs, pictures and objects of the person’s choice. We saw lots of proactive, positive staff interaction and engagement. Staff asked people whether they would like to be supported to take part in the activities. A member of staff encouraged a resident to help them lay the tables for lunch.

People and their relatives told us the care provided was exceptionally person-centred and effective. The registered manager provided evidence of stories of multiple people who benefited from staff going the extra mile. People’s relatives confirmed those stories, “[Staff] tend to her physical and emotional needs. She is calm, and much less anxious than she was when in her own home.”; “Excellent care. Mum seems very content, and the staff were particularly sensitive following [a difficult event in person’s life]. Mum particularly enjoys [specific activities important to the person]. These may seem minor points, but they mean a great deal to her. The management and staff go the extra mile to help residents settle in and accommodate individual wants and needs.” A relative told us how staff sensitively and excellently addressed their family’s needs by enabling both family members to receive care in the home, and supporting both people to spend time together, enjoy a trip and a meal that meant a lot to both of them. The relative said, “This was very important for [person]. Not easy for the staff but such an uplifting experience. [Person’s] care in their final hours was so sensitive from all the staff. Also, how better to judge a care home than to imagine yourself there? I am very happy [relative] is there, as [the person] is, and I feel I would be content there too in their position.” Another relative told us, “[Person] is much more settled and happier, and their speech has improved since they have been in the home. They moved into the lodge, and they were a shadow of their former selves and very angry about life, but through the kindness, care and interest they (staff) take in them as a person has made them come around and they feel free to express their thoughts and opinions to staff and family. They put on weight as they weren’t eating before, and they look well kept.”

People’s care records and case studies we reviewed during the assessment showed how people’s care was planned and delivered with continuity, inclusion and holistic approach to people’s needs in mind. This included, for example, how people were supported after admission following hospital stay caused by decline in health or an accident.

Staff and the registered manager knew how to ensure continuity of care. The registered manager was able to explain how care was provided in a way which ensured good outcomes to people, for example people had access to respite care stays, or to come and live with their family members and receive care in the same care home if they wished to.

People and their relatives told us they received well-coordinated and consistent care. One relative told us, “I feel most of the staff know my mother very well. She is happy, respected and well cared for. I often visit and the staff know me as well. I am always made to feel welcome, whatever the time.” Another relative said about how care is provided, “Unbelievably well, they have helped him get better further than our wildest dreams.”

The professionals working with the service said, “Liberham Lodge is a well-managed, safe, and exciting premises that not only offers excellent care for residents but also provides a fun environment.” All professionals we received feedback from were complimentary about how care was organised and delivered in the home.

People’s communication needs were met. For example, care plans guided staff to ensure they only used yes or no questions to support those struggling to communicate to respond. When appropriate, staff were to use brief, consistent words, speak slowly and clearly enough with the person to give them time to process the information given. Signage was displayed in an accessible format. We observed a staff member review the menu. They had noticed the font on the menu was too small for people with sight impairment. We later saw the staff member return with the menu in large print.

Staff we spoke with were aware of people’s communication and sensory needs. Staff communicated with people well during the site visit.

People’s relatives told us information was provided in a way which they could access. One relative told us, “I am confident that the senior carers have made sure the more junior know that [person] can’t see, initially people didn’t realise [person] was more or less blind, but the seniors have done an awful lot to help with that.”

Feedback from people and their representatives was regularly sought and addressed. Staff updated people with actions taken to address their suggestions and requests. This was recorded within different people and relatives’ meetings and surveys. The provider had a complaints policy in place. The registered manager maintained a complaint log which was a detailed summary explaining who dealt with the complaint, nature of complaint and what the outcome was. We reviewed evidence of detailed, timely responses. For example, addressing a complaint made by a relative about an unwitnessed fall and a wound dressing being changed late. The response was clear how each part of the complaint was addressed and resolved.

People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. One person said, “I would go straight to the boss [the registered manager], he would sort it. I’m always raising things and they’re always taking action, very proactive.” Relatives said, “We get feedback forms and can give verbal feedback too.”; “They involve the wider family as appropriate and take time to arrange good ’family discussions’.”; “The staff on the care stations on each floor are always willing to listen and act. Above all, [the registered manager] or his deputies are always available and actively encourage feedback from both residents and family members.”

Staff supported people to voice their opinions. One staff member explained, “Residents have regular residents’ meetings, one to one meetings with the manager and we have resident of the day where they can express what they think works well and doesn't work well. On occasion a resident has commented on something they are not happy with, and I have offered/encouraged to get someone more senior to come and listen to the issue. I would try to resolve the issue if I can. If not, I refer on to a more senior person.”

The home and the care provided were made accessible to people. One relative said, “For example, [person] will often be awake in the night and in their home it was an issue. If [person] is awake in the care home, they can find their own way to the lounge as there are always lights and people around.”

The home partnered with the local charity supporting people with sight impairment and we saw evidence of communication with this specialist service. The recommendations made were implemented in the home. The professionals wrote to the home, “The environment was well set up for those with visual impairment with excellent lighting, good contrast throughout.”

Staff were able to tell us how they ensured people had equal access to healthcare services and what adjustments and changes were made to the environment to ensure it was accessible. For example, the managers explained to us how colour schemes were used to support people with sight impairment and dementia related needs to be able to safely find places and remain as independent as possible.

People’s care records included information around their sensory and communication needs. Wheelchair access enabled people to be able to exit the building safely, grab rails were visible in communal toilets and people’s rooms. A sensory room was available for people living with dementia to spend time as and when they wanted.

Staff knew how to ensure people’s rights were protected and there was an inclusive and supportive atmosphere in the home, no matter what health or dementia related challenges people struggled with. Staff ensured people who could not advocate for themselves had good experience of care. One staff member said how equality was supported, “We cater to different diets be it for faith or choice, we also offer worship sessions for people to attend of different religions.”

People’s care and clinical records showed how staff ensured people’s human rights and protected characteristics were included and protected. For example, care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

People and their relatives told us staff advocated for people and their rights and respected equality and diversity. For example, staff supported people to access physiotherapy support which brought good outcomes for them and improved their abilities.

The provider trained staff in The Gold Standard Framework which is nationally recognised, practical and evidence-based end of life care improvement programme. People’s pre-admission assessments and care plans captured people’s preferences for end-of-life care. For example, advanced care plans explained whether people wanted health intervention if their heart stopped beating and if they wished to be transferred to hospital if their health deteriorated.

People’s relatives told us how staff supported them to plan for their care journey and respected their wishes, for example to spend time with their loved ones and to travel even when people had complex health needs. The provider shared with us stories of people who received end of life care in the home which included positive feedback from people’s relatives around planning for future care, including how end of life care was delivered to support people to remain comfortable and surrounded by loved ones.

Staff received training in caring for people at the end stages of their lives and were aware of good standards of care. One staff member said they were supporting people, for example, to remain pain free, and added, “We have a senior who worked in palliative care, but we also have access to palliative care teams if needed.”