Lilac Cottage

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection the service was rated good. At this inspection this has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The registered manager and the staff team had worked hard to ensure people had experiences relevant to them and their diverse needs which were planned around their interests. For example, two people had been supported to attend an annual festival which they had never been to before.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to integrate into the community. Two people attended colleges, and another person had been supported to find employment.

The service were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information had been created specifically for people’s individual learning styles. This ranged from information about medical procedures, to ensure people understood and could make an informed choice, to information regarding people’s day to day communication. Assistive technology had been specifically programmed to include words and phrases as chosen by someone who was nonverbal. The manager said, “This is because [person] likes a good joke, so they choose these words to have a laugh with staff.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us staff listened to them. There was information available for people regarding how to complain. Staff told us, “We can feedback anytime, we always get asked for our opinions. We encourage people who live here to do the same.”

The service made sure people could access the care, support and treatment they needed when they needed it. Appointments were discussed with people. Any non-routine or invasive procedures were discussed using a best interest process to ensure people understood what the procedure was.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. There were numerous examples of how staff provided information in accessible formats to people to ensure they could make choices. Staff supported people to attend festivals, parties, and any community events.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. For example, care plan reviews checked people’s understanding of their rights with regards to living at Lilac Cottage and if they had any plans to move on. We saw how one person had identified they would eventually like to live on their own.