Lowena

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’s feedback was valued and responses to a recent survey had been consistently complimentary. Staff used communication tools effectively while supporting people and responded positively to people requests. Staff and relatives recognised that the current lack of dedicated transport could limit people’s opportunities to access the community during their respite stays. Managers and the provider were aware of these concerns and were investigating alternate public and voluntary sector transportation options. People enjoyed their time at Lowena and relatives were highly complimentary of the support this respite service provided. People were supported to maintain and develop their friendships with others who used the service. Families were able to access the service when needed and 3 families had been able to access emergency respite support over the festive season.

This service scored 71 (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.

People were treated fairly, and staff supported people to engage with a variety of activities while staying at Lowena. People enjoyed playing balloon games during our first site visit and a wide range of recreational equipment was available. Relatives greatly valued the support the respite stays offered by Lowena represented to their families. Relatives’ comments included, “If I need extra support, I can phone and they usually fit us in”, “They offer dates but you can change them if you like” and "I could not have managed without [Lowena], it was wonderful how they have helped." Over the Christmas period, the service had been able to successfully provide unscheduled support for three families. The feedback received in response to a survey in September 2023 had been consistently positive and complimentary. Comments included, "Everything is perfect for me", "All the staff look after me very well" and "Everything you [staff] do for me meets my needs completely."

Staff and managers used communication tools appropriately and effectively to support people. Where support was requested, this was provided at each person’s own pace and staff were comfortable taking the time necessary to support people to do things for themselves. The service was able to support people to visit together with their friends when requested. Relatives and staff told us this had enabled people to develop lasting friendships and described how different groups chose to spend their time in the service. The registered manager said, “We tailor the bed plan so people can see their friends. This weekend is due to be busy. It is nice that we are still able to accommodate people’s interests and enable [them] to have time together as a group.”

The service had effective systems in place for sharing information with people’s relatives and other care providers. Suggestions and advice received from relatives was recorded and acted upon where possible. Relatives and staff recognised that the current lack of dedicated transport limited people’s opportunities to accesses the community and engage with trips out during their respite stays. Relative told us, “They have got no transport which is the only disadvantage” and staff commented, “The only negative is we don’t have our own transport, accessible taxis are very had to get”. Records showed staff were able to support some people to access the community. Public transport had been successfully used in the summer to enable people to visit the coast and other local attractions. The registered manager and nominated individual were aware that the lack of dedicated transport limited people’s freedoms during respite stays. They were engaging with local voluntary sector organisations to investigate other transportation options. The service worked collaboratively with involved health professionals and any guidance provided was promptly included in people’s care plans and acted upon. A new digital recording system was in the process of being introduced. Managers had met with staff to discuss this transition, appropriate training had been provided and workshops completed to help staff understand of how this system would work. This process had helped staff identify and understand the benefits of the changes being introduced.

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.