Drumconner Lancing

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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation in relation to person-centred care. Improvements were found at this assessment, and the provider was no longer in breach of this regulation.

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 ensured people were at the centre of decisions about their care and treatment. People worked in partnership with staff to decide how their care should be delivered and how any changes in their needs would be responded to.

Since the last inspection, people had been supported to work collaboratively with staff to co-produce care plans reflecting their own voice and words. This ensured their views, wishes and goals were clearly reflected. Care plans reviewed demonstrated that people and, where appropriate, their relatives were actively involved in the planning and review process. Records contained detailed information about people’s backgrounds, likes, preferences and how they wished to be supported. A person told us, “I have all the choice I ask for.” Another person said, “You can choose what personal care you want and when, if you want a bath or a wash.”

People were placed at the heart of the service, and staff worked closely with them to develop a varied activity programme. This helped ensure people experienced meaningful and purposeful days that supported their interests and provided opportunities for engagement. Staff told us activities were discussed regularly during residents’ meetings so people could influence what was provided and choose what they wanted to participate in. A person said, “I’ve been to a couple of things, concerts. A man comes in and sings, and one drums, they’re very good.” Another person said, “They have some very good singers. I’m happy to go down for some of the more active things like the carpet bowls.”

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 understood people had different needs, preferences, and abilities, and they adapted their approach to provide consistent person-centred support.

Care plans for people with a learning disability and autistic people were developed in partnership with them and, where appropriate, their representatives. These plans reflected the principles of Right support, right care and right culture (RSRCRC), which we saw were embedded in day-to-day practice. People were supported to live the lives they wanted, with access to friends, family, community facilities, activities, and personal interests. People told us they were happy with the support they received, and we observed warm, compassionate interactions between staff and people, reflecting positive and trusting relationships.

Care records showed regular involvement from health and community professionals, including GPs and community nursing teams. Referrals were made appropriately, and professional advice was consistently reflected in care plans. People’s needs were reassessed following significant changes in their health and wellbeing, and care plans were updated accordingly.

People were supported to maintain their interests and community connections. People reported enjoying community-based activities that supported their wellbeing and social inclusion. A person said, “I have family I go out with; I’m not here all the time.” Another person said, “I’m a committed Christian. The local parish church brings round communion once a fortnight. There’s an Anna Chaplain, she’s lovely. They’re all trained and supported by the church.”

The provider ensured people and their families received clear, accurate, and up-to-date information in formats tailored to their individual needs. People and their relatives were given appropriate information about the service before care began and throughout their involvement, including details about the support provided and who to contact with questions or concerns.

Staff took time to explain information in ways people could understand and checked their understanding. We observed staff supporting people to make informed choices in a patient and respectful way. For example, a person found verbal communication difficult. A staff member sat beside them and read through meal options slowly, using the person’s responses, previous preferences, and body language to support decision-making. They said, “I thought your eyes lit up then, I’ll take that as a yes.” The interaction was warm, unrushed, and enabled the person to make a meaningful choice.

The registered manager said information could be provided in alternative formats, including large print and visual aids, with family involvement where appropriate to support understanding. People also had access to voice-activated technology, which helped them maintain independence and stay connected with others, including playing music, listening to news, and contacting relatives independently. A relative told us, “The communication’s good. You don’t sit at home and worry; you know they’ll contact you if there’s any problem. The communication is good, open and constructive.”

The provider made it easy for people and their families to share feedback, raise concerns, and contribute ideas about their care and support. People were involved in decisions about their care and were kept informed about changes made because of their feedback.

A range of methods were used to gather people’s views, including resident meetings, 1-1 discussions, and annual surveys. Survey results were shared openly with people and their families. Feedback and suggestions shared during meetings were discussed with the wider staff team through regular team meetings and used to improve practice.

With appropriate consent, or where this was in a person’s best interests, families were able to access and review their relative’s care records when needed. Staff supported people to maintain regular contact with their families and those important to them.

The provider ensured people had equitable access to the care, support, and treatment they needed in a timely and inclusive way, based on their individual needs and preferences.

Staff understood the importance of promoting equality, respecting people’s rights, and reducing barriers to care. Care and support were tailored to reflect people’s abilities, lifestyles, and individual circumstances. Staff had received training in equality and diversity and understood how to support people in a fair and person-centred way.

Systems were in place to ensure people could access healthcare appointments and community services safely. Staff had been trained to support people to attend medical appointments including safely using the service’s minibus. Relatives spoke positively about this support. A relative told us, “They don’t want her to go on her own. It’s more than kindness, it’s practical because they must find someone to go with her and find cover for that person. They go beyond what’s usually done.”

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. Staff adjusted their approach according to the level of support people required, helping to reduce the risk of poorer outcomes and promote positive experiences. A family member described how staff worked with their family member to identify a more suitable room that better met both their health and social needs, enabling them to be more comfortable and remain close to a friend.

There was proactive partnership working with healthcare professionals to support people’s physical health and wellbeing. This helped staff identify health concerns early, improve health awareness, and reduce risks to people’s wellbeing. Care records showed people’s outcomes were regularly monitored, with changes recorded and shared appropriately with the staff team.

People were supported to participate in civic life. For example, people who wished to vote in recent elections were supported to do so, including arrangements for postal voting where required.

People were supported to plan for important life changes and given opportunities to make informed decisions about their future, including their wishes for end-of-life care. Care plans showed people had been involved in discussions about their future wishes and preferences, which staff understood and respected. End of life care was provided with compassion, dignity, and sensitivity, and people’s wishes were followed at this important stage of their lives.

Families spoke positively about the support provided by staff during end-of-life care and thanked the service for the compassionate support they received. A relative told us, “We feel very supported. I didn’t want to leave [name] last night, but the manager said a member of staff would sit with them all night. When I came today a member of staff was holding his hand. He wanted that, so they did it.” And “We can’t fault it. The girls are lovely to [name]. We can’t speak highly enough of the place.”