Darwin House Limited

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.At our last assessment we rated this key question good. At this assessment, the rating has remained 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.

Activities were varied and person-centred, with staff supporting people to take part in ways that suited their needs and choices. One person told us enjoyed taking part in chair aerobics and said staff supported them to go into the garden for walks when requested. This person also shared they had been supported to attend church. The home organised trips, including visits to the seaside and a recent day trip to a garden centre. This was spoken about positively, with both staff and residents saying they had enjoyed the experience.

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 supported exceptionally well to live healthier lives, access healthcare services, and support. Staff worked in partnership with families and professionals and advocated strongly for people, to ensure people had access to healthcare. This focused, person centred approach ensured people had access to appropriate health treatments and prevented re-admission or admission to hospital.

Systems and processes were in place to ensure information was accurately recorded and shared with staff. The provider used an electronic care planning systems which alerted staff to changes and enabled the provider to have up to date access to daily records which they could audit where necessary to give themselves assurances people were receiving continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were clearly stated within their support plans. Staff learnt how people preferred to communicate as part of the initial assessment and transition activities. Staff told us how they built up a rapport with people and got to know their communication styles. Staff understood their roles and responsibilities to provide people with information in their preferred communication styles, to ensure people could make their own choices.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and their relatives were involved in their care planning as much as possible and care records detailed people's involvement.

People were involved in the service and had regular meetings both as a group and individually to discuss their support. One relative said, “Communication here is excellent they phone my if GP has seen [relative], or if they have had a bad day. They have phoned at 2am which I exactly what I want them to do.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People said they were in control of planning their care and support and if they needed help or support, they could go to the staff. Staff were passionate about improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service had effective systems and processes in place to ensure all at the service were able to access the care, support and treatment they required when they needed it. They had built relationships with other health care providers such as GP’s and district nurse services to improve the access for people at the service.

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.

Policies and procedures were in place in relation to equality and diversity. Feedback and observations supported the fact staff had implemented learning, and a culture had been created of individualised care. People’s care records showed how staff ensured people’s human rights and protected characteristics were included and protected. Care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

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.

Care plans reflected people needs, and their relatives had been involved in planning for their future. The service worked with families and people to assess and document their end of life wishes. These were clearly recorded within care plans.