Dovecote Manor Care 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 71 (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.

Care plans detailed people’s needs and captured people’s preferences and choices. Staff were familiar with people’s care plans and used this guidance to provide personalised care.

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 received support from external healthcare professionals when required. Staff understood when people’s health needs needed to be escalated to health professionals. Staff explained to us they needed the support of district nurses and other professionals. For example, support in assessing and managing wounds.

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

For example, peoples care plans included details about how each person preferred to communicate, helping staff to interact with people in a way which was respectful and effective.

We also observed picture menus were being used to support people with making choices at mealtimes.

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 regular meetings for people, which were called ‘your home, your view matters.’ This enabled people to be involved in changes at the home, for example people’s preferences for activities.

Relatives had the opportunity to attend regular family meetings, where relatives were informed and able to share feedback to the provider. Meeting minutes showed the relatives feedback that it was nice to be able to see what was going on at the home through regular posts on Facebook.

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

Healthcare professionals were involved in people’s care and treatment. Referrals were completed when needed to ensure people received the right support and specialist care when required. The service was accessible to people’s diverse mobility needs.

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.

Staff had received training in Equality, Diversity and Inclusion. This meant staff had knowledge and understanding about how to support everyone to feel valued and respected.

People, relatives and staff did not raise concerns of any form of discrimination within the service to us.

People were not always supported for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

For example, care plans for people’s future planning contained varied levels of information. We saw care plans which had detailed plans to be followed as people reached end of life, and others which had limited information. Where care plans were limited, they advised to contact family for further instructions which had not always been actioned. This put people at risk of not being supported how they wished for their future including at the end of their life.