Dorset Domiciliary Care Agency

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 service 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 service 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.

The provider supported people with care tailored to each person’s needs and preferences. People’s care plans provided person-centred guidance directing staff how to support people with their oral health, personal care, living skills, positive behaviour support, socializing and recreation and medical conditions. Care plans were reviewed regularly with people and relatives. The provider had an electronic care planning system which meant information was updated and available to staff immediately.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People and relatives told us staff contacted healthcare professional when required. Relatives told us staff understood people’s health and care needs. Comments included, “The staff know [person] very well”, “Absolutely 100%. Consistency with staff is amazing. [Person] is just happy and pleased to have them. I am happy” and, “They seem very on top of [person’s] health condition.”

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

Clear communication plans supported staff to understand how best to engage with each person. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Management told us information was made available in formats that met people’s needs, such as easy-to-read guides or social stories.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People and relatives told us they would speak to staff or management if they had any concerns. The provider actively sought feedback from people, their relatives and staff. Staff meetings, supervisions and electronic systems meant information was continually shared and updated. Information was used to shape the service and make changes.

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

People told us they were supported to access the care they needed. This included seeing their GP or dentist. Relatives were confident in staff to contact health care professionals when needed.

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.

People were treated fairly and their rights were respected. A relative told us, “They give [person] choice, it is what [person] wants to do. They understand [person’s] need and work with [person] very well.” Staff completed equality and diversity training, and policies and procedures were in accordance with relevant legislation to ensure people and staff received fair treatment.

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 and their relatives were provided an opportunity to discuss and plan end of life wishes. People had advance care plans in place detailing their wishes. There was an established process for supporting people in the last days of their lives. At the time of this inspection, the service was not supporting anyone who was receiving care during the final stages of life.