Doulton Court Lodge Care Home

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. This is the first assessment for this service. This key question has been rated 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 placed people at the centre of their care and support and involved them in decisions in a way that reflected their individual needs and preferences. Care plans were person-centred and included detailed information about what mattered to people, and staff used this to guide day to day care. People and relatives were involved in reviews and informed when needs changed so decisions could be made together. One relative said, “Care plans are sometimes changed if needed and as a family we are involved if we want to have input.” Staff made reasonable adjustments with communication tools to support people to take part in planning and helped them understand their options. Records showed care was delivered in line with what people had agreed and that staff responded to changes promptly to keep support aligned with people’s wishes. For example, a relative told us, “My [family member] was at the end of a corridor upstairs and really unhappy and depressed. The [staff] noticed, spoke with [the registered manager] and within hours my [family member] was downstairs.” A person said, “The activities are great here and not just bingo and telly, we can choose our films or entertainment we are not forced to do things in a circle.”

The registered manager monitored that people received the full support agreed and worked with commissioners and partners to maintain continuity and respond to any gaps in provision. The service understood the diverse needs of the people it supported and worked flexibly to provide joined up and consistent care. One professional told us, “There is a warm and positive atmosphere throughout the home, and it is clear that both the manager and staff are dedicated to providing a high standard of care.” Staff communicated with relatives and other services to ensure information was shared and support remained coordinated. People received the care and support they were funded for and staff identified when needs changed so additional help could be sought. One person told us, “Every care home should be like this.” Continuity of care was maintained through consistent staffing which helped people build trusting relationships. Care plans reflected involvement from other services and relatives which helped ensure care remained aligned with people’s wider support networks. Some people had been supported to improve so much they were moving back to their own homes. One person told us, “The nice thing is that this is also my home and when I cannot manage [again], I will be back in my second home.”

The registered manager made sure people received clear information in ways they understood so they could make informed choices about their care. The service followed the Accessible Information Standard and made reasonable adjustments such as information being offered in different formats including writing or pictures and staff were aware of using various ways to help people communicate such as hearing aids, glasses, gestures, facial expressions and sounds. The registered manager kept people and relatives informed of updates or changes. Some language used in practice and documentation such as ‘challenging behaviour’ would benefit from review to ensure terms were helpful and showed respect for people. People could access their care records and were supported to understand them in a format that suited them. Information given to people and relatives was accurate and up to date, and personal information was stored securely and only shared with consent.

The service made it easy for people and those close to them to give feedback, share ideas or raise complaints. There was a clear complaints process in place and people knew how to raise concerns and could do this in ways that met their communication needs. Staff supported people to express their views and people said they felt listened to and that concerns would be taken seriously. The registered manager reviewed feedback and complaints in a timely way and kept people informed of outcomes. A professional said, “Upon visiting the home, [people] and [relatives] provide positive feedback and state that they see the registered manager often and any concerns they have are addressed quickly and resolved.” Records showed action was taken and learning was used to improve the service.

People were given opportunities to share ideas through meetings and surveys and the registered manager used this information to develop the service and keep people involved in decisions about their care. The service had ‘resident representatives’, which were people who lived there. They spoke with other people living at the service about their experiences of care and then met with the registered manager weekly to feedback and discuss new ideas or improvements required. These were recorded and added to the action plan.

The service made sure everyone could access the care and support they needed when they needed it. Staff understood people’s individual needs and any barriers that might make access more difficult and worked with people to remove these. People had not experienced any barriers to their care or in accessing local services. However, staff were aware of reasonable adjustments that could be made so people could access facilities safely, including adaptations, communication support and flexible arrangements. People received care in a timely way and staff escalated concerns if access to support was at risk. The premises were accessible and staff used aids to support mobility and independence. Out of hours arrangements were clear so people knew who to contact in an emergency.

The service took active steps to understand and address inequalities so people had positive and fair experiences regardless of their background or protected characteristics. Staff recognised when people might be at risk of poorer outcomes and worked with them to remove barriers to inclusion. Care plans reflected people’s individual needs and any reasonable adjustments required to promote equal access and experience. People said staff treated them fairly and listened when they raised concerns about discrimination. Staff understood how to advocate for people when they faced inequality and took action to ensure they were valued and included in the service and wider community.

The service supported people to plan for important life changes in a sensitive and person-centred way. Staff involved people and those close to them in discussions about their future care so they had time to make informed decisions. People approaching the end of their life were identified and staff worked with external professionals to ensure their needs were met to manage any pain and support a dignified passing. One person told us, “I was not given long to live and now, here I am, on my way home.” Feedback from relatives when sharing written compliments included, “Thank you for the kindness and end of life care," "Special thanks to [staff] for how they were on the day of [family member's] passing," "Could not have wished for a better place for [family member's] last days," and, "Thank you to Doulton care staff for their kindness and care and lifting spirits. They have truly made a difference."

Care plans reflected people’s wishes, including plans for greater independence or changes in support needs. People were supported to express their preferences, including decisions about resuscitation, and these were clearly recorded and shared with relevant staff. The registered manager monitored changes in people’s health and acted promptly to review care with the person and those important to them. Staff provided compassionate support and ensured people were treated with dignity as their needs changed.