Godden Lodge Care Home

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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 looked at 3 quality statements. People received care which was responsive to their needs. People received good support from caring staff at the end of their life. People and family members were involved in people’s care arrangements and were able to make a complaint and would be listened to.

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.

People and family members were positive about their care and support at Godden Lodge. A family member told us, “Whenever we come in, [relative] is always clean, shaven and has nice clothes on. They look really lovely.” Another said, “Staff always knock before going in her room and call them by their first name.”

Staff had knowledge about people and their individual needs. They could explain to us how they cared for people, their likes and dislikes and personalities. They spoke about people in a respectful and caring way. People’s care plans contained information about their assessed needs. Information about people’s history, family circumstances, and their wishes was recorded in a booklet called ‘Remembering Together’. However, this information was towards the back of the care records and did not put the person at the centre of their care for staff to understand people’s talents, life events and personality. We found some of the notes about people’s daily life and activities were written about tasks undertaken such as ‘made comfortable, taking medicines and fluids’ and ‘Chatted with [person’s name] which did not show what actions had been taken, the interaction or how the person was that day. The management team were responsive when we brought the above issues to their attention and agreed to take action to address them.

We observed the staff to be caring, respectful and kind. They used people’s preferred names and adapted their approach to suit the needs of the person they were supporting. For example, staff members assisting people with limited sight and hearing loss explaining and talking with them in a gentle and clear way, so they were fully informed of actions being taken. Another staff member supporting a person to stand, holding their hand, supporting their back, walking slowly, and reassuring them.

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.

People and their family members were able to share feedback, ideas and raise concerns about the care and support they received. Regular meetings with people and staff were held to listen to their views and feedback about changes made. A person told us “I would be confident to raise any concerns or complaints. I am involved in my care and in making decisions.” Another said, “I can’t fault any of the staff. Staff respond to my buzzer and respond quickly. If I am unhappy, I tell them.”

The staff and registered manager were responsive to people’s views and experiences. They told us comments and concerns were picked up quickly in order to resolve them to everyone’s satisfaction. Staff told us they were confident the management team would act and deal with any concerns appropriately. A staff member said, “The management are very approachable, and I would feel confident to raise any concerns.” Another said, “[Name of deputy manager] is here most mornings, joins in reviews and handover. Check if any concerns or complaints and will take things away to deal with.”

There was a complaints process in place. Comments, complaints and compliments were all recorded to ensure they could be dealt with quickly. Complaints were investigated, the outcome discussed with the complainant and apologies given. Learning from complaints and compliments was seen as an opportunity for improvement. These were discussed at the daily hand over and management team meetings to ensure lessons learnt were being implemented by staff in their day-to-day practice. The provider’s improvement plan was kept up to date and audits of the service were undertaken to ensure improvements were sustainable and effective.

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.

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

People's preferences about their end-of-life wishes were discussed with them, their family members or lasting power of attorney (LPA). People’s wishes not to be resuscitated in the event of a cardiac arrest were documented. Medicines were prepared and available for people to ensure they were not in pain and discomfort. People were cared for at the end of their life with respect and dignity.

The service worked with healthcare professionals, including the local hospice, district nursing team and GP to ensure people’s care and treatment was well coordinated and anticipated. We saw appropriate support was in place for people to be comfortable and their care to be dignified and responsive. A staff member told us, “Caring has to be a passion; we have to do our best. It’s people’s lives, give the best we can. Go day by day, take each day as it comes. Listen to them and they’ll tell you their stories.”

Processes were in place for people to have quality care with skilled nursing and care staff and equipment available. The service had a process where people’s wishes and arrangements were recorded in a Proactive Enhanced Advance Care Plan (PEACE). This is a document outlining the person’s preferences or in some cases the best interest decisions and future planning as agreed by the GP and the care/nursing home. A professional told us, “I visit the service weekly, and we look at advance care planning. It is very positive. There are some really great examples of partnership working and pathway planning to get the right outcomes for people.” One such example included a person who had significantly deteriorated, and staff called an ambulance. The paramedics were able to use the PEACE document to see all relevant information. The paramedics were able to act appropriately, arrange antibiotics and prevent the person from going into hospital which met their wishes.