Dean Park

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

This service scored 86 (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 received care which was tailored to their likes and interests. For example, some people liked going to the pub, other people liked going to the shops for a drink, and these trips were facilitated.

We observed staff conversing with people in ways they preferred and about topics they enjoyed discussing. All people at the service lived their life the way they chose. For example, some people chose to stay awake until midnight, other people chose to go to bed earlier. People took part in activities they enjoyed.Staff received training in person centred care. Staffing levels were amended to ensure people were able to attend planned activities.

The provider was exceptional at understanding the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were supported to access the community regularly in line with their preferences. One person, who at a previous placement did not access the community much, had been supported to access the community regularly. Staff had also made a referral to the local swimming hydrotherapy pool, and the person had recently started swimming. This enabled the person to reach a healthier weight. The person’s relative told us, “Instantly [person] is happier.”

Leaders were seeking additional funding for some people to enable them to have more opportunities to access the community, after identifying this as a need. This enabled people top receive more person-centred care.

Staff worked with other professionals to ensure all health and social care needs were met. For example, one person enjoyed having a bath but had difficulty getting in and out of the bath. Staff worked with the Occupational Therapist teams to obtain a new bath chair. The person was then able to have a bath again. Staff also ensured people received regular mental health and dementia checks and sought further professional guidance without delay.

Although staff told us there had been a high turnover of staff, leaders told us they utilised the same agency staff where possible to promote continuity of care. Staff also supported this feedback.

Leaders had recently added a GP service on to their care planning system. This meant they no longer had to wait for long periods of time for health-related test results. The nominated individual said this has been a “game changer”.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had detailed information in their care and support plans about their communication preferences. For example, one person used words with different meanings. There were a list of these words and their meanings recorded in the person’s care plan so staff could understand this person. We observed staff using these words to communicate with the person.

People were provided with easy read guides, such as easy reads for fire procedures and washing hands. This removed any barriers to understanding important procedures and ensured information was accessible to everyone. The menu was also displayed as an easy read and there was a display board which showed which staff were working each day. There was also a recycling poster is an easy read which enabled people to be actively involved in the recycling.

Further, one person expressed they wanted to be involved in interviewing prospective staff. Leaders created an easy read interview question document, so the person was able to support this process. This supported the delivery of person-centred care.

Finally, people were provided with easy read letters to CQC in pre-paid envelopes available in their rooms. This enabled people to raise concerns externally if needed which supported an open culture.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The provider had introduced a ‘Your Voice’ forum where people using the service were selected as representatives and attended regular meetings to provide feedback about their care. Two people at the service spoke about how this group had a positive impact on them. For example, during these meetings, one person said they wanted to watch a local ice hockey game. The person had been supported to attend a game and commented, “It was electric”. The nominated individual commented, “A particularly positive outcome has been the development of friendships and social connections between people from different services. Members of the forum have met together outside of formal meetings, including attending social meal, which has helped reduce isolation, build confidence, and create meaningful relationships beyond their immediate support environment.” We saw pictures of these meetings and the people who attended spoke excitedly and positively about them.

As a result of the Your Voice forum, staff had introduced regular engagement surveys with the people supported. The nominated individual said, “Members of the forums were actively involved in reviewing the format, accessibility, and content of the surveys, ensuring they were meaningful and reflective of the experiences of those completing them. This has strengthened our ability to gather feedback and drive continuous improvement across services.”

People were involved in the writing of their care plans, where possible. For example, care plans stated, “[Person] has written this care plan with support from [staff member].” This allowed people to be fully involved and in control of the care they received.

Meetings also took place at the home where all people could contribute and provide feedback about their care.

Finally, people had been supported to write their own interview questions for prospective staff. This included questions about whether prospective staff would like to accompany people on holiday and what their interests were. This empowered people to be in control of the staff who supported them.

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

People were supported to access healthcare services when they needed these. We saw evidence of people receiving regular health checks. Staff supported people’s access to healthcare appointments. For example, one person had to attend day surgery. The manager stayed with the person until they were admitted on to a ward.Staff supported people’s access to healthcare appointments in a timely way. Staff supported people throughout these appointments. For example, by staying with people during the appointment, ensuring people had appropriate snacks and drinks, and ensuring people’s phones had enough charge for the appointment.

The provider had also replaced their large minibus with a smaller, automatic, wheelchair accessible vehicle, which was easier for staff to manoeuvre. The nominated individual told us, “As a result people can get out and about more and it's person-centred, as individuals are going out for their chosen activity.”

Staff and leaders listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders used this information to provide tailored care, support and treatment in response to this.

People had clear information about any protected characteristics recorded in their care plans. People were consistently treated as individuals and their preferences were respected. For example, one person wished to explore their faith and, with staff support, began attending [a church]. The nominated individual commented, “This has significantly improved [their] confidence, sense of belonging and wellbeing.” Staff involved people’s family or advocates where appropriate to ensure people’s rights were upheld.

We saw further examples of how the provider was committed to equality, diversity and inclusion and worked creatively to promote this. For example, one person was recently enrolled on an equality, diversity and inclusion course after expressing they would like to undertake some training. The person spoke positively about being enrolled in these courses and was excited to do more. Staff told us they would print certificates off for the person after the training course was completed.

The owner of the service was involved in help and support the founding of the Make it Happen community group, as a group of providers in partnership with the local authority recognised that there wasn't enough social groups in Swindon supporting people with learning disabilities to get together. Staff also utilised the skills of the learning disability nurse at local hospital if anyone needed an admission.

Another person wore hearing aids and as these were taken off at night. Staff told us the person has a vibrating button under their pillow, an extra alarm and a flashing light in their bedroom when the fire alarm sounded. The nominated individual commented, “We can be sure that in the event of a fire, [person] will know that [they] need to evacuate. This is really reassuring for [person], their family and the organisation.

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 had information about their end of life wishes recorded in their care plans. People’s care plans also contained information about whether people were assessed for resuscitation. Staff received training in end-of-life care. Staff spoke about 1 person who was receiving end of life care for a number of years, which was a testament to the care the person received.Staff managed end of life sensitively at the service. We saw examples of how staff provided person centred care to ensure people received quality and dignified care at the end of their life. For example, supporting a person to stay at home in line with their wishes, facilitating a movie night in the person’s bedroom with other people living at the service, and involving a person’s family. We saw examples of where families had asked the service to arrange funerals for people who had passed away, which were compassionate and heartfelt.

People were also supported to set their own goals for the future, and we saw evidence these were completed.