Dimensions Warrington Domiciliary Care Office

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.

This is the first assessment for this newly registered service. This key question has been rated 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, their families and professionals were involved in planning and reviewing their care. Support plans contained person-centred information, including people’s life histories, likes and dislikes, and what was important to them.

People were encouraged to learn new skills. Some people attended day centres, while others volunteered for charities.

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.

Hospital and communication plans were in place to help people share important information and remove any barriers to communication.

For example, for one person, attending health appointments sometimes triggered anxiety and, in some cases, refusal of treatment. Specific techniques were used to reduce anxiety and distress linked to upcoming situations. This involved breaking down the situation into manageable steps, such as initially discussing the appointments, using social stories, and gradually progressing to attending the full appointments. These strategies were developed in collaboration with external health professionals and the learning disability service. Reasonable adjustments were made to support people, and where possible, multiple appointments were combined into a single visit.

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

People were provided with information in accessible formats, tailored to their communication needs, including their care plans. Easy ready documents were available for people to access. Support plans clearly outlined each person’s preferred way of receiving information. Staff demonstrated a clear understanding of each person’s communication 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 had a complaints policy in place, and people and their families knew how to raise complaints and concerns. Complaints were addressed in a timely manner, and processes were followed. The provider recorded compliments received.

The provider held quarterly meetings with the people they support to review what was working well, what needed improvement, and any shared learning.

The provider made sure people could access the care, support and treatment they needed when they needed it. People had access to professionals when they needed them. This included GPs, speech and language therapists and learning disability teams.

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.

Guidelines for specific activities were included in support plans to ensure that people could access community facilities and participate in activities of their choice. The provider adjusted staffing levels and rotas to enable people to maintain their routines and exercise choice in their daily activities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Staff shared examples of how they had supported people to achieve their goals, including one person who had successfully moved on to live independently. People’s goals were reviewed regularly, and staff ensured steps taken to achieve them were realistic and attainable.