Darnall View Residential Home

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 82 (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 was exceptional at making 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. People received personal care in line with their needs and preferences. People’s care plans were personalised and based on their cognitive abilities, preferred communication methods, and any special requirements. They were regularly reviewed to ensure any changes in people’s needs, condition or preferences were accommodated.

Memory boxes were displayed outside people's rooms and were meaningful and contained items people had chosen. This provided a talking point when staff engaged with people and people felt valued because staff took time to find topics of conversation they could relate to. We saw staff took extreme care and interest in ensuring people experienced a fulfilling life. For example, staff communicated with people in their preferred language, involving and including people in their care and support. One relative said, “Staff try to follow [family member's] wishes. They [staff] use Google translate to communicate with [family member]. The care plan is exactly what [family member] wants. [Family member] is a very particular person, but staff ensure [family member's] needs are met. They [staff] understand [family member].”

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. There was evidence of staff working alongside healthcare professionals to achieve safe and effective care and support. Staff communicated well with external healthcare professionals and followed their guidance.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available throughout the home and supported people to keep informed. For example, the menu was clearly displayed in the dining room, feedback from people and relatives based on recent quality surveys, were displayed in a ’you said, we did,’ format and available in the home. People had access to a service user guide which gave them information about the home and what standards to expect.

The provider ensured they met the Accessible Information Standard (AIS) following a structured approach that met the communication needs of all people using the service. Staff were trained to use clear, simple language, and to speak slowly and clearly. They used short sentences and repeated information as needed. Staff used visual aids, such as pictures, symbols, and written signs, to help people understand. Monthly newsletters reflected events and points of interest which had taken place within the month. Newsletters were available to people and relatives to keep them informed about matters of the home.

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. The provider had a complaints procedure and people felt at ease to raise concerns. A record of complaints showed concerns had been acted on and addressed in line with the procedure and an outcome was reached and practice changed to minimise future concerns. Questionnaires were sent to people and relatives frequently, to ensure they had an opportunity to feedback about the service. Meetings with people showed they had been involved in the service and given opportunity to contribute to things such as activities and food preferences.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to healthcare professionals and all external visitors they required. Signage around the home supported people to navigate around the service and people had memory boxes outside their bedrooms which were filled with things which mattered to them

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff understood the importance of people feeling a sense of belonging and promoted inclusion. One person first language wasn’t English, and staff tried to communicate with them using Google translate. We saw 1 staff member, who could speak the same language, speaking with this person and having a meaningful conversation with them which instantly lifted them. The physical environment of the home was adapted to be dementia-friendly, with clear signage, and memory boxes outside rooms to help people navigate and recognise their personal spaces. Staff were encouraged to use personalised communication methods which had been shown to work best for people, such as reminiscence therapy or music therapy. Staff and leaders told us they had found a consistent routine helped people living with dementia feel more secure and better understand their environment and daily activities. We saw staff related well to people and understood how to support people living with dementia in a calm and caring way which promoted people’s choices and values.

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. Processes were in place to ensure people receiving end-of-life care were supported in a dignified way. For example, an end-of-life care plan was completed which specifically referred to this stage of life. Staff and leaders also liaised with healthcare professionals such as district nurses to review pain medication and dressings.