Acorn Lodge - Surbiton

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 provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

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.

The provider 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. Staff knew people's preferences and views well. A person told us, “It's my home. I can do what I want and get meals that I like. Staff know what I like. We can choose where we go when we go out.” People’s care plans were person centred and covered areas that were important to people, including their sexuality and emotional well-being.

The provider 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 encouraged to be active in the community and access the services that they wanted or required, including day centres and healthcare support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff communicated with people in the way they could understand them. This included a staff member using easy-to-understand language and speaking clearly to a person to ensure they were involved in the conversation and able to respond. Staff told us how they interpreted a person’s body language where they had a limited verbal communication.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A family member told us they felt confident to raise the concerns they had, commenting, “No problem about that. A week or so ago I raise something and had no problems with that.” Records showed that any complaints received were investigated and addressed by the staff team as necessary. Staff involved people in decisions about their care and told them what had changed as a result.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People felt well looked after by the staff that supported them, with one person commenting, “I have my own room that I can go to if I want to be on my own. I don’t have to worry about organising anything. Staff will always help me.”

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. We found that the service was acting in people’s best interests and helped a person to access an entitlement from the government so that they could lead a full life.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People were provided with opportunities to plan and record their end of life wishes where they wanted to do so.