Dalton Lodge

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 [newly registered- amend as required] 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 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.

The home manager and all staff were passionate about delivering a person-centred service. Care plans were reviewed on a regular basis and reflected people's diverse needs. People and their relatives confirmed the staff adopted a holistic approach, treating individuals with dignity and respect, and supporting them in line with their personal preferences.

Systems were in place to ensure people were involved with the planning, monitoring and reviewing of their care, this meant people were at the centre of this. Comments from relatives included, “Yes, we were [involved in the care planning process].” And “We filled in the book [care plan]."

The provider 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 were supported to make links in the wider community and there was a proactive focus on community-based services. Joint meetings were held with the provider, local authority and family health services. This covered people’s health needs, referrals to appropriate health provision using a multi-disciplinary structured approach.

Staff gave clear examples of how they supported people to access a variety of care provision within the local community.

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

People’s communication needs were documented in their care plan. This ensured that staff were aware of people’s preferred methods of communication. For example, in one care plan this stated, “[Person] is able to express [their] needs wants and wishes. [Person] is able to communicate verbally. [Person] is able to communicate well and does not need any aids to help [them] do this.” Another care plan explained, “[Person] communicates softly with short sentences. [Person] can often change a topic of conversation”

The provider was aware of the need to ensure information was available in formats that were tailored to individual needs and in line with The Accessible Information Standard (AIS). The AIS sets out how organisations should ensure people who have a disability, impairment or sensory loss get information they can access and understand and any communication support they need from health and care services.

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.

Relatives told us they were confident to approach management or staff about their concerns knowing these would be addressed. A relative told us, “I relayed a few things that they might not have known, and they were very open and approachable.” Another relative said, “I have never had any huge concerns, and I would talk to the manager. I relayed that I wanted more activities, and I think it is being addressed.”

People were encouraged to share their feedback, ideas, or concerns about the care, treatment, and support they received. Regular meetings were held with people, and minutes from these showed that people were encouraged to contribute suggestions, which were considered for service improvements.

Staff gave clear examples of how they actively involved individuals in decisions regarding their care. Relatives confirmed that staff continually kept them fully informed about any changes in their loved one’s care and support needs.

System and processes were in place to ensure complaints were responded to in line with the providers own policy and procedure.

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

Care records showed that people accessed a variety of health and social care services tailored to their needs. Staff made appropriate referrals to ensure people received the right treatment and/or specialist advice. This included occupational therapist, GP and district nurse.

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.

Staff received training in equality and diversity and demonstrated an understanding of inequitable practices. The home manager understood and considered the importance of ensuring people were involved and listened to and considered any inequalities and barriers they may face. The service worked in line with people’s protected characteristics to ensure people and relatives received appropriate care that met their needs.

Staff comments included, “I love that our team reflects the same diversity as our residents. It helps us connect better and understand each person’s needs more deeply."

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 their wishes around death documented in their care plan. Each plan reflected personal choices and values, including maintaining comfort and dignity throughout the end-of-life period. Where people lacked the capacity to express these preferences, the provider gathered information from relatives and those closest to them. The provider had an end-of-life policy and procedure in place, this detailed how staff should be cared for during this time, including documenting people’s choices and wishes. Records showed staff received training in end-of-life care.