Lennox House

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

During our assessment we saw evidence that Lennox House is a responsive service. People received person-centred care and this was evident in both care plans and during our observations. End of life care plans reflected the individual and were reviewed regularly with all of those concerned involved. There were effective complaints and feedback procedures including meetings with people and their representatives. Outcomes, actions plans and reviews were recorded and communicated.

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 we spoke to told us they were involved in their care planning and reviews. They felt they were able to express choice and that their care planning put them at the centre.

Staff were very knowledgeable about the residents and their needs. They were able to tell us in detail the many person centred ways care was delivered. They appeared to have good clinical knowledge to provide good care and treatment and were supported by senior staff.

There was appropriate involvement from other health care professionals including Speech and Language Therapists, GP, dentist, physiotherapist, dietitian, services for aging and mental health etc. One resident was called out during our discussion as she had a podiatrist visit.

The GP spoke positively about the home and the care delivered. Lennox House is involved in local initiatives set up by the community nursing team to improve safety and recognise and report neglect and abuse of people.

Lennox House has connections with local faith leaders, other care providers and health services. People are encouraged to share their interests and express preference.

People told us that communication from the home was good. We observed information clearly displayed in communal areas relating to activities and menus for example.

Staff were aware of the need to provide accessible information to people. Adapting communication methods according to need and sharing information verbally when necessary.

Information was communicated in a variety of formats including print, email and face to face. Outcomes of actions from meetings, complaints and feedback were shared efficiently.

People told us they felt confident in raising complaints and that their concerns were listened to, taken seriously and updates given where relevant

During our assessment we raised with management a few concerns people and relatives shared with us. The management team assured us they would follow up directly with people and give them feedback with regards to their action taken. The management team was able to provide evidence of this.

Feedback and complaints were well recorded with outcomes, actions and learning documented. People are invited to share their thoughts in a variety of ways including at meetings, online and in discussion with staff. Details of how to make a complaint are readily available to people and their family/friends.

People told us they felt they had access to the support they needed. Staff were supportive in helping them to access services if they made such a request.

Lennox House holds regular multidisciplinary team (MDT) meetings. Cases are discussed with all attendees across a range of healthcare services to ensure equity of access for all people.

Leaders are actively trying to ensure equity for all people.Training has been sought from a charity for the blind to help staff support people with visual impairments in ways which may improve accessibility. The service also has a dedicated Dementia Coordinator who has expertise in the condition and provides training to colleagues as part of their role to help maximise communication. Staff have also undertaken training in relation to working with people who have learning disabilities to support equal outcomes for them. People were actively asked to detail any specific need they had which should be taken into account as part of their care and the service actively sought out ways to support people.

On the whole people told us they felt care was tailored to meet their needs. One person said their relative used to have a carer who spoke their first language but they had since left the service and now no staff did. However, one person with a hearing aid the information was on their wall in their room to explain about its use and care. This was helpful to ensure this was managed appropriately.

Staff were aware of people who were more likely to experience inequality in experience or outcomes and took appropriate action to tackle this. For example, a person whose mother language was other than English was supported by staff who were able to communicate with them effectively. Staff also ensured they would avoid busy environments to minimise added stressors. Staff told us the service was in contact with a sight loss charity to secure specialised staff training.

Leaders are actively trying to ensure equity for all people.Training has been sought from a charity for the blind to help staff support people with visual impairments in ways which may improve accessibility. The service also has a dedicated Dementia Coordinator who has expertise in the condition and provides training to colleagues as part of their role to help maximise communication. Staff have also undertaken training in relation to working with people who have learning disabilities to support equal outcomes for them. People were actively asked to detail any specific need they had which should be taken into account as part of their care and the service actively sought out ways to support people.

People are asked about their wishes and and encouraged to collaborate with home staff for future events, activities or changes they may require.

The service was considerate about supporting people to plan their activities. A life-style lead told us: “We create a monthly planner; we have a resident meeting, and we ask [people] in advance. For example, [what would you like to do] during Halloween, and [people] make suggestions. We also ask the views of families; we give them a list of questions.”

Activities staff planned for upcoming events such as this summer's Olympic games with decor to reflect this. People were asked and encouraged to contribute ideas for future activities. End of life care plans are discussed with each new admission and these are regularly reviewed to ensure no changes in people's wishes. Such plans are accurately recorded and if a persons chooses not to discuss this that is recorded and still reviewed in case of changes.