Downs 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

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.

Staff listened to people and adapted care as their needs changed. People, and where appropriate their relatives, were actively involved in planning how people’s care should evolve as their needs changed over time. One relative told us, “I am kept up to date with things; they call me if there is ever anything to be concerned about”.

Staff and the leadership team demonstrated a strong understanding of people’s needs and engaged with them in a meaningful and person-centred way.

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.

The home maintained good relationships with external healthcare services, such as GPs, social workers, and health professionals. Care records were shared appropriately to support continuity, so people did not have to repeat their life stories.

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

People had access to information and advice that was accurate, up-to-date and provided in a way they could understand. People’s communication needs were assessed, recorded and reviewed to support their care in line with the Accessible Information Standard.

The service held daily flash meetings and shift handovers to keep staff informed of changes in people’s needs, risks, and preferences, supporting continuity of care and safe practice. Staff were briefed on people new to the home, including those coming for respite, to ensure appropriate preparation and personalised support. The provider recognised improved documented conversations during daily flash meetings would be beneficial for continuity.

We observed staff listening to people and giving them time to communicate their needs.

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 demonstrated a commitment to involving people in decisions about their care and making it easy for them to share feedback, ideas, or raise concerns. People were regularly consulted through care plan reviews, resident meetings, and feedback surveys. These processes ensured that individuals had opportunities to express their preferences and influence the way care was delivered.For example, during care plan reviews, staff discussed any changes with people and explained how their feedback had shaped those updates. Regular meetings provided a forum for people to share suggestions about activities, menus, and daily routines, which were acted upon by the provider. Feedback surveys were used to gather views from people and relatives, and results were reviewed to identify improvements. One example included introducing more flexible meal options after feedback highlighted the need for greater choice. These actions show that people were listened to, involved in decisions, and informed about changes, supporting a person-centred approach to care.

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

Everyone received equitable access to care, with staff proactively identifying and addressing inequalities. Physical, cognitive, and mental health needs were met inclusively, ensuring fairness and dignity for all. Professionals observed care was consistently person-centred and free from discrimination.

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 ensured everyone could access care regardless of their background, culture, or personal needs. Risk assessments and care planning took into account people’s protected characteristics, and efforts were made to reduce inequalities in experience and outcomes. We observed respectful interactions between staff and people at various times of the day, including mealtimes and when relatives visited the service.

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 supported to plan for the future. Their care plans included their end-of-life wishes, advance treatment planning, and their long-term wellbeing. Conversations about future care were handled sensitively and in partnership with people and, where appropriate, their relatives and loved ones.