Edendale 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 treated as individuals and staff knew a lot about the people they support. They knew how they liked their hair and clothes, and what they preferred to do and to eat and drink. People and relatives were encouraged to share their views and relatives felt well informed by the staff and management team, particularly when there were worries or concerns. Not all people’s rooms were personalised and this could be improved, and there was not always a way for people to identify which room was theirs.

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.

One relative told us, “Their [relative’s] room is very personalised with all their favourite belongings.” Another said that staff have gone out of their way to make their family member happy and know what they like, “I would give them [staff] five stars – they are wonderful.” Another told us, “They [relative] said they would rather have a sausage roll – so they [staff] went and got him one.” Another relative told us how staff reassured their loved one when they became upset and worried about some jobs not getting done. The staff had told the person that they would go and do that job for them so they didn’t need to worry. The relative said, “They are so patient.”

One staff member said, “We really work hard to make sure they get the care they need and deserve -they become our family Person centred care is important -we get training in it as well.”

Not all bedrooms reflected people’s personal interests and lacked a person centred approach. There maybe reasons for this but these were not reflected in people’s care plans or risk assessments. For example, some rooms just had a bed, wardrobe a commode and bedside table. There was little colour used or dementia friendly signage to assist people. Clocks were not all set at the correct time. This was fully discussed and acknowledged by the registered manager and was to be addressed.

One person told us, “I get the right care – I get to see my doctor and dentist. They [staff] arrange everything.” A relative said, “They are really on it. All appointments happen and they send a carer if I can’t go.” Relatives told us they felt well informed and assured that if needed, specialist advice would be sought straight away. We were given several examples of this working in practice. One relative said, “They ring me with any problems at all.”

Staff told us how families had been invited to the home for some dementia awareness training to help them understand the condition. Staff told us how they inform families of any appointments and keep a record of the appointment and any advice given.

One health professional told us, “I have only seen staff be kind and compassionate. When I visit, they are professional and polite. They know their residents well. I have no concerns.” Another comment was, “They demonstrate knowledge and seem genuinely to want to learn.”

Care plans were regularly reviewed and contained detailed information about their care needs, including any health and medical needs. They also included evidence of regular partnership working with health professionals such as community nurses.

Relatives told us that they were provided with information in a timely way. One said, “There was a recent sickness bug at the home. They called that very morning and then kept me informed.”

Some staff told us that they thought people would benefit from some dementia friendly aids that would help them to understand information, for example in finding their way around, or to choose their meals or activities

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Staff responded to people’s communication needs. These were assessed and recorded within individual communication care plans. These included specific information on how people’s communication needs could be met and what aided their communication. For example, those who needed spectacles or hearing aids had specific care plans. Systems to support people to communicate with staff, relatives and friends had been assessed and promoted. For example, video calls were set up and staff supported people to phone their loved ones as necessary. There was a lack of portable communication aids used - such as pictorial aids-for those who struggle to understand words. There was signage on toilet doors and bathroom doors and on some people’s doors, however this was not consistent throughout the home. All care plans were on a computer and this enabled them to be printed off for family, hospital appointments and transfers. They could also be enlarged for those that have sight impairment. We were informed that all organisational documents could be provided in an alternative language if required.

One person was able to tell us about their feedback. They told us, “We can talk to any of the staff. We have completed surveys, but it’s marvellous here. If I have an issue or concern, I just see the manager and she listens.” Relatives told us they knew how to give feedback about their experiences and how to raise any concerns.

Staff told us that they are able to share their views and feedback in many way, for example at regular meetings individually or as a staff team. The registered manager told us they used complaints accidents, incidents, and safeguarding as learning tools to improve the service. This was confirmed by the documents seen and from the staff we spoke with. One staff said, “We monitor all falls and injuries, we then contact the falls team for advice, and this has really helped and reduced falls.” The lessons learnt were used to enhance staff knowledge and to improve on the service delivery.

To gain peoples’ feedback, the provider used annual surveys, resident and family meeting, one to one meetings with people, staff and families. The provider had a complaints policy which explained the ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution. People regularly had reviews of their care plans, and people and their relatives had the opportunity to be involved in these reviews.

Families said there were no barriers for their loved ones to access care and treatment and they felt it was done in a timely way. One relative said, “There have been no problems in my relative attending appts -they get treated with respect , they have flu jabs, covid and they are really looked after. The home environment has level access on the ground floor -there is also a lift and stairlift.

Staff confirmed that people were able to access care, treatment and support when they needed to. One staff member said about the environment, “No one is ever unable to access the communal areas or bathrooms. If someone wants a bath, we can provide it and we have wet rooms.”

One health professional told us, “They treat people respectfully and I’ve never seen anyone treated unfairly. They discuss people in non-discriminatory way. They genuinely care.” Another health professional said, “They [staff] are respectful and caring.”

Families and staff confirmed people were able to access care, treatment and support when they needed to. There was evidence within peoples care records that when staff identified a health issue, they acted immediately and people received treatment and care promptly. Records showed staff had received training in Equality & Diversity and they explained how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs. People’s care plans contained information about their wishes in relation to how their social, cultural and spiritual needs needed to be met. This included care plans around sexuality, emotional support and daily lifestyle.

Relatives told us that their loved ones are included and involved, and that they feel welcomed and listened to. One relative said, “We are always welcomed – we can visit at any time, and get offered tea and coffee.” Another relative told us about a special occasion, “The manager arranged a special celebration for [relatives] birthday with cakes and everything – all the family came.” Another said about visiting, “I visit once a week – no appointment is needed.”

Staff told us, “We ensure people are treated with respect and that no-one is discriminated about -we do have situations sometimes with behaviours that may distress but they are not treated any differently -we care for all people, with many various differences.”

There was evidence of regular review and support from supporting heath professionals within peoples' care plans. Staff ensured families were involved in all decisions. There were no restrictions to visiting, families were welcome at any time. There were organisational polices that ensured the provider complied with legal equality and human rights requirements.

We could not ask people for their views and so families were asked. One relative said, “I discussed my [family members] wishes because they had made them known to me before they became unwell. The manager asked me the questions in a really sensitive way -I was involved in decision making with the doctor -they have a respect form and this is reviewed regularly.”

Staff were able to tell us about people and their preferences around end of life decisions. One staff said, “Everybody has this information recorded – we need to know this to ensure it’s done in line with their wishes.” Another member of staff said, "We need more training and more guidance in peoples care plans, sometimes some staff forget the little things that mean so much, mouth care for one." A health professional told us, “Staff support people and their families with great care when people are at the end of their lives.”

When people needed end of life care, staff worked closely with other health care professionals to provide the best care for people in a compassionate way. Staff delivered care that took account of people’s wishes and supported their comfort. Care plans identified people's preferences at the end of their life and the service co-ordinated palliative care in the care home where this was the person's wish. Care plans contained information and guidance in respect of peoples' religious and resuscitation wishes. We did find that there were some people with no respect forms or ReSPECT forms. ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment and ensures their personal wishes are followed. Relatives and friends were supported with compassion through this difficult time. For example, visiting for those people at the end of their lives was extended, with the facility to stay overnight if wanted.