Filsham 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 had their care and support needs assessed by experienced staff before moving to the home. This allowed their care to be shaped and personalised in a way that was meaningful to them. Staff knew people well, including how best to communicate with them. We observed warm interactions between people and staff. Staff demonstrated a good knowledge of people’s wishes and how they would work alongside people to ensure these were met. Staff had completed training in equality and diversity and were confident in honouring people’s individuality.

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.

Staff had received training in equality and diversity. Care plans contained person-centred details to guide staff in how people wanted to be supported. Staff advocated for people when necessary to ensure they had the right treatment at the right time. Staff took the time to get to know people to enable them to give care which was in line with people’s preferences and wishes.

Staff knew people well and we observed them being attentive to people’s individuality. We saw that staff sought accessible ways to communicate with people. People’s communication needs were recorded in their care plans, providing information and guidance on how best to communicate with people who had any limitations. For example, we observed staff communicating with a person who had difficulty expressing themselves verbally. Staff spoke to the person slowly, listened and observed for facial and body expressions.

People and their relatives spoke positively about the care provided and confirmed this was in line with their wishes. Views of people were regularly sought through resident meetings and relatives were invited to share their views through regular surveys. No formal complaints had been received, however, any minor concerns raised were managed effectively and tracked for themes and patterns, which were used to improve the quality of service.

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’s care, support and treatment was tailored to their needs and wishes. Relatives spoke positively about people being involved in their care and supported in a way they want. One said, “[Person] is eating well and the food looks good, she gets a choice, and we are always offered a drink or meal”. Another added, “[Person] prefers his own room, that’s his choice but staff do still encourage him to join in in case he changes his mind.”

Staff demonstrated a good knowledge of people’s wishes and how they would work alongside people to ensure these were met. One staff member said, “We give person centred care 100%, you get to know the residents, one person enjoys reading the Bible and so I discuss bits from it with them, it is good to support residents’ interests.” Another told us, “It’s about privacy and dignity and offering choices to residents about what they wear and their rights, to respect them as a person.”

The service has a robust complaints procedure in place, no complaints had been received since 2022. Staff had received equality and diversity training and there was an ethos at the service of people being treated with fairness and to protect people from discrimination. Care plans considered people’s differences and equality characteristics, and people’s views were regularly sought through resident meetings to shape how care was delivered.

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.