Downs View Care Centre

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 decisions were made in partnership with them in response to any relevant changes in their needs. People told us they felt involved in decisions about their care. Relatives said staff knew their family members well, and when we spoke with staff, they demonstrated a good understanding of people’s histories, personalities, likes and dislikes. For example, one person who previously enjoyed keeping fit was supported to continue this through exercise sessions, which we saw during the inspection.

People and their relatives told us they were involved in meetings with leaders and staff. They also said that when needs changed, the service was proactive in communicating updates and implementing changes. Staff told us they made sure relatives were kept informed and knew who their key point of contact was.

The provider understood the diverse health and care needs of people and their local community, ensuring care was joined‑up, flexible and supported choice and continuity. We saw evidence of effective collaborative working with other services and health professionals, which supported coordinated care. People and their relatives told us they were kept informed and involved in care arrangements and scheduled appointments, helping them feel included in decisions.

The provider supplied appropriate, accurate and up‑to‑date information in formats tailored to individual needs. People’s communication needs were clearly outlined in their care plans, helping staff understand how best to share information and support effective communication.

The provider also held an ‘Our View’ meeting once a month to support families to come together, share experiences and hear from guest speakers. One recent guest speaker was a registered nurse with specialist expertise in dementia care.

The provider made it easy for people to share feedback, ideas or complaints. Staff involved people in decisions about their care and updated them on any changes. A system was in place to record and track complaints, including actions taken and learning identified. People told us their concerns were taken seriously. One person said, “[My relative] doesn’t always have her own clothes. They take it seriously.” Another told us their concerns about medicine and fingernail care were addressed promptly. The nominated individual described an open‑door approach, and we saw people, relatives and staff regularly drop in with questions or concerns.

This meant people felt able to share their views, and concerns were acted on promptly and transparently, helping people feel heard and involved.

The provider ensured people could access the care, support and treatment they needed in a timely way. Corridors were wide, and large communal spaces benefited from natural light, helping people move around safely and comfortably.

People had access to services such as a chiropodist, hairdresser and dentist. Staff also understood the systems in place for out‑of‑hours support, including how to contact emergency services.

This meant people experienced timely, accessible support that met their day‑to‑day needs, and the environment and systems in place helped ensure they could obtain the right care at the right time, including outside normal staffing hours.

Staff and leaders actively listened to information about people who were most likely to experience inequality in their care or outcomes, and they tailored care, support and treatment in response to this. A relative told us their family member had previously experienced a breakdown in placement with another service provider, where their needs could no longer be managed. They said, “We were a bit cross, but looking back it was a blessing in disguise. [relative’s] social worker helped find this place. [relative] is much happier.”

People were supported to plan for important life changes, allowing them enough time to make informed decisions about their future, including at the end of their life. People had advanced care plans in place, which ensured staff and other healthcare professionals were aware of their end‑of‑life care preferences. Care plans also included further detail about people’s individual wishes.

Staff told us that the local vicar visited the home to support people with their religious needs, including offering prayers with individuals at the end of life.

Records showed that some staff had completed training in end‑of‑life care, and advice was sought from relevant professionals when required.