Dartmouth House

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

At our last assessment we rated this key question as good. We looked for evidence that the service met people’s needs.

This key question has been rated as good.This meant people’s needs were met through good organisation and delivery. Staff ensured people had information and advice that was accurate, up-to-date and provided in a way that they could understand. Staff supported people to make informed choices about their care and plan their future. Staff involved people and those close to them in planning and making shared decisions about their care and treatment. Staff ensured that if people provided feedback or complained they would be responded to.

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 ensured people were at the centre of their care and treatment choices and they worked in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People told us they were involved in their care planning and their ward round meetings where their care plans were reviewed. We reviewed 5 people’s care plans which showed the person was involved in choices about their care and treatment. Care plans included all the needs and preferences of the person and showed staff how to meet these.

The provider understood the diverse health and care needs of people and their local communities, so care is joined-up, flexible and supports choice and continuity.

Staff understood people’s diverse needs and how they related to their health and social care needs. For example, what future placement they may need to meet their cultural needs. People’s care plans showed how a risk of their physical health condition may be higher because of their cultural background.

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

Staff tailored information to meet individual patient needs. This included interpretation and translation for patients who did not speak English as a first language. People told us that interpreters were provided where needed. Staff knew the process to book an interpreter.

People’s care plans referred to their communication needs. Information was displayed around the hospital in accessible, easy read formats with pictures to make it easier to understand.

Staff made notifications to external bodies as needed.

The provider made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support.

Staff ensured people and those close to them, knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. Staff facilitated weekly community meetings, where people could share feedback and raise any concerns. We saw in meeting minutes reviewed that staff acted on people’s feedback. Actions from the previous meeting were reviewed and an explanation was given if an action was not completed. The provider had a ‘Patient Council’ and at the hospital there was a patient representative who talked with others to ask their views of the service which they then raised at the council meetings. They said these views were listened to by leaders and where improvements could be made, they were. There was a suggestion box in reception where people and staff could put their ideas and suggestions.

The provider made sure that everyone can access the care, support and treatment they needed.

The provider ensured patients could expect their care, treatment and support to be accessible, timely and in line with best practice, quality standards and legal requirements, including those on equality and human rights. This included making reasonable adjustments for disabled people, addressing communication barriers and having accessible premises.

Staff accessed specific cultural and spiritual support for people who needed this. Staff made reasonable adjustments for people, for example, people with mobility issues were provided with walking aids and shower chairs. There was a lift provided and ramped access to the garden.

The provider actively sought out and listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored the care, support and treatment in response to this.

Staff were trained in equality, diversity, inclusion and human rights. The provider reported 98% of staff completed equality and diversity training as of May 2025.

Leaders and staff were alert to discrimination and inequality that could disadvantage different groups of people using their services. The registered manager reminded people in the community meeting that racism was not tolerated and would be reported to the police.

Restrictions on the wards were in line with expectations for a rehabilitation service. Staff knew why restrictions were in place to reduce risk where needed. Staff were aware of the impact restrictions had on individuals and aimed to reduce and remove as soon as possible.

The provider supported people to plan for important life changes, so they had enough time to make informed decisions about their future.

People’s care records showed that staff planned for people’s discharge from the service.

The occupational therapist was working on more robust discharge planning as they identified the need to ensure that people were prepared and supported to have good discharge. We observed that people were involved in activities to support their rehabilitation and discharge from the service.

The provider told us that 3 people’s discharge from the service was delayed. This was due to waiting for allocation of a social worker and delay in securing a placement for the person to move to. There was evidence in people’s records that the provider was proactive in contacting the local authority to chase this.