D & H Community Support Ltd

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• 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

This means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery. Person-centred care was scored 4, reflecting exceptional practice in this quality statement.

This service scored 79 (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 was exceptional at making 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 demonstrated a highly personalised and collaborative approach, working with people and their representatives as partners to holistically plan and deliver care that reflected each person’s needs, preferences and individual goals. This partnership extended beyond care planning to developing creative, accessible ways for people to shape how their support was delivered. For example, one person who required staff support to transfer safely was central in creating images for a visual risk assessment. This brought together safe transfer guidance and the person’s preferences in a format that supported their involvement and gave staff a clear, individualised reference for providing consistent support.

The provider was exceptional at placing people at the centre of their care and support choices, working in partnership with them and their circles of support during regular person-centred reviews. These reviews focused on what mattered most to each person, progress towards their personal goals and jointly agreeing how support should respond to changes in their needs and wishes. Monthly reviews of care calls extended this partnership to everyday care, involving people and their relatives in reviewing whether support remained safe and reflected individual preferences.

This demonstrated a consistent approach to planning, delivering and adapting care with people, rather than making decisions on their behalf. This meant people’s needs, wishes and priorities shaped both their day-to-day support and decisions about changes to their care, helping ensure support remained personalised and responsive to what mattered to them.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.