Dorrington House (Wells)

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 inspection we rated this key question good. At this inspection 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.People told us they were happy with the care they received and staff knew them well.Care plans were person centred and reflected people’s preferences, life histories and wishes. Staff respected people’s individual needs and wishes.

Most people and their representatives told us there were lots of activities, although some acknowledged that they didn’t always want to take part in these. A person’s representative told us, “There are regular activities available. Jigsaws, colouring, music, and entertainment.”

Staff also told us they worked hard to provide person-centred care for people in all aspects of daily living. A member of staff told us, “We support [people living in the home]. We do many things. They like board games, mostly like interactive games, quizzes. e.g. make words from people's names. Love craft works. Many ask to go to activities. We have it 7 days a week.”

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. Staff worked effectively with health and social care professionals. Various health and social care professionals visited the home on a regular basis, to review, discuss and respond to people’s requests and care needs.

Staff worked hard to help new people feel welcome and settle into the home, as well as keeping their families and representatives informed. A member of staff told us, “I would be very happy for my mum to live in this home. Many have family and they come and visit. A few don't so I always make them feel that they are not alone. I go and spend time with them. Doesn't feel like work, I am spending time and caring for people. The service does person centred care very well, train staff very well, the food never misses people's nutrition. They work hard in the kitchen. Same at night; person centred care.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.There were dementia-friendly signs throughout the home, with words and pictures to indicate different areas, such as bathrooms and dining rooms.People told us they had information about the care and support they received and people’s representatives told us most staff communicated well with their loved ones.A person told us, “I’ve got no problems with getting information, the staff, they're very helpful. Very friendly.”

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 representatives told us they had been given a copy of the complaints procedure, knew how to make a complaint and felt comfortable doing so if needed. People and their representatives also told us the manager was approachable.

Most people told us they had opportunities to provide feedback and said they were kept fully informed of everything going on in the home. A person’s representative told us, “They invite people and send minutes.” Others said, “Occasional surveys are provided.” “They send emails with questionnaires and feedback forms.” And, “I’ve had 2 or 3 surveys by email.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.Staff and management supported people to access external healthcare resources when they needed, as well as having regular visits to the home from people such as the GP, dentist, optician and chiropodist. People’s care plans also contained evidence of regular appointments with healthcare professionals.

People were also supported to access community activities and resources. For example, a person’s representative told us, “Trips and outings are arranged. They have had people visit a donkey sanctuary recently. The option is available.” Another said, “They take people out, like to the harbour and donkey sanctuary.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.The provider had an equality and diversity policy and procedure in place and staff had received training to understand this.People’s diverse needs and wishes were assessed, documented and respected.

People told us they were supported to do the things they enjoyed doing.People’s representatives told us that people were supported to access a variety of entertainment and activities if they wished to take part in them. Although some commented that they felt their relatives needed stronger encouragement to join in.Staff told us they tried hard to ensure everyone living in the home were provided with lots of opportunities and activities. Staff told us, “They like art and craft and quizzes. Some really like the quizzes. All enjoy the music entertainers. I also enjoy and dance with the residents.” And, “We celebrate special days. The residents help to decorate the home. They enjoy this. Some don't like the loud noise, so we support them in their room and do activities there.”

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.People were cared for and supported well at the end of their lives. Staff were compassionate and made sure family members were also made welcome and supported as much as they needed.

Management and staff worked closely with palliative care teams when needed, to make sure people were provided with dignified, comfortable and pain free care as much as possible and ensure their needs and wishes were respected.

The provider shared some very positive and heartfelt feedback from a person’s representative, whose loved one had recently passed away. We saw from this that the person’s representative had been able to be with their loved one during their final hours and they thanked staff for their “Pure Kindness” which had included emotional support for them, as well as their loved one.