Dana Home Care

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.

Care plans reflected individual preferences, communication needs, life histories and routines. Staff demonstrated a detailed understanding of what mattered to people and adapted support to reflect individual needs, preferences and abilities.

Relatives described how staff maintained established routines and adapted support to individual communication and sensory needs. Records displayed how support was adjusted when people's circumstances changed, including during planned transitions and following changes in health or wellbeing.

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.

Staff worked closely with families, professionals and community services to ensure people's support remained consistent. Relatives spoke positively about continuity of staffing and told us familiar staff helped reduce anxiety and maintain routines.

Staff reviewed and updated care plans when needs changed. Staff demonstrated a clear understanding of people's preferences and routines, which supported continuity of care across the service.

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

Staff used a range of communication tools, including visual prompts, pictorial support plans and social stories. These approaches helped people understand information and participate in decisions about their care and support.

Records reflected people's communication needs and identified preferred methods of communication. Staff demonstrated how they adapted information to support understanding and engagement.

Audit records confirmed people had access to care information in accessible formats. Managers identified gaps in Accessible Information Standard documentation and implemented actions to create and update easy-read versions of care information.

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.

Managers recorded feedback from people following activities and community events. One person praised staff for supporting them to attend a family bereavement event that was important to them. Audit records showed leaders reviewed how feedback from people was captured and acted upon.

Relatives told us they were involved in reviews and discussions about care. They said managers listened to feedback and responded when concerns were raised. Whilst some relatives highlighted opportunities to improve communication between staff teams and families, they remained positive about how concerns were addressed. A relative told us, "We work together to get the best."

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

Staff identified barriers to accessing healthcare, community activities and other services and took action to reduce their impact. Staff considered reasonable adjustments when planning appointments and support.

People accessed education, healthcare, social opportunities and community activities based on their individual preferences and needs. Staff adapted support to enable participation and reduce anxiety.

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 recognised people's diverse needs and adapted care accordingly. Care plans reflected people's cultural, religious, communication and health needs. Staff considered individual circumstances when planning and delivering support.

Records showed people received support that reflected their personal preferences, cultural requirements and protected characteristics. Staff used accessible communication methods to help people engage with their care.

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.

Staff reviewed changing health, wellbeing and support needs through regular care reviews. Leaders discussed future accommodation, health and support arrangements where appropriate.

Staff respected people's choices when they did not wish to discuss future planning topics. Care records outlined how staff would support decision-making if people's circumstances changed.