Downlands

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

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.

People and their relatives were true partners in decisions about their care and support. Care plans, daily records and people's experiences consistently showed staff understood what mattered to people and what they wanted from life, even in their last days.

Staff took extensive time and effort to get to know people and build their care plan around their histories and wishes. Each person had an individualised activities plan which contained a comprehensive biography and substantial detail of what was important to each person. Activities and care were then shaped around this. This had a positive impact on many residents. For example, one person had a treasured possession that held significant personal meaning. Staff ensured this remained part of their environment and was in the correct place each day. This significantly reduced periods of distress which the person had previously experienced. One relative told us, “The staff here are exceptional. They know [person] so well. You can ask anyone when you come in how [person] is and they can always answer. They don’t have to go and look things up. They have a consistent team here as well which is lovely as we get to know them and they get to know us.”

Staff actively advocated for people to ensure their aspirations remained central to their care. One staff member told us, “It would be easy to ‘give up’ on people at this stage in their lives, but that’s not what we do here. In my view they are still in their prime.” One person had recently decided that they wanted to improve their mobility again so they could increase their independence. The home had arranged for a physiotherapist to attend to support this.

Staff worked closely with external professionals to ensure care and support was responsive. One professional told us, “The care they provide in my view is outstanding. They are so responsive to people’s needs. We don’t actually have to do much with them but that’s because they manage everything beautifully.”

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.