Delamere Lodge

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• 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

We could not be assured that people always had good experiences and outcomes because processes to support this were not robust. Most people and relatives told us people achieved good care outcomes and accessed health and social care services when they needed them. Staff also told us they worked with people and their families to achieve the best outcomes for them. However, care planning was not always complete or consistent and we observed care given did not always reflect care planned. People’s needs were assessed, and relatives told us they were consulted about people’s needs and wishes.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Most people and relatives told us they felt people had good experiences and outcomes. However, we could not be assured that this was always people’s experience because processes to support this were not robust. A relative told us, “[Family member] has come on well since she came here, she is cared for and getting good food. She likes the activities and music.” Another relative told us that their family member’s health and weight had improved since coming to the home. However, another relative told us they felt there had been a decline in their relative’s communication and they felt this was because staff did not always engage with them. People and relatives told us people were treated equally and fairly and had access to other services, such as health services, when they needed them. Relatives told us they had been asked about people’s needs and desired outcomes during assessments to agree the care and support.

Most staff told us they supported people to have good and equal experience and outcomes. They felt they supported people to live well and have support from external partners when needed. The manager told us the service supported people with their holistic needs, including spiritual and religious needs, and had tailored support around this in the past. However, we found staff were not always following care plans and risk assessments to ensure people had consistently good outcomes and experiences. We observed some practices which did not support people to be as independent as possible.

Processes were in place to promote equity in people’s experience and outcomes. However, we could not be assured these were always effective. Care records showed people had access to a range of external services, such as GPs. However, some people had not seen a dentist in-line with their plan of care. We could not be consistently assured of people’s outcomes due to omissions in documentations and audits. For example, guidance around people’s behaviour was not always clear in terms of when they needed their medicines or how staff could recognise signs of pain or agitation. People and relatives were asked for their feedback about the care given, their comments were used to make improvements. We discussed issues we found at this assessment with the management team and they told us they were working to make improvements in the services. They said that some information was still being updated and transferred to new systems and they would ensure the correct information was in place for staff to follow.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.