Dunniwood 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. Care plans were person centred and reflected people's preferences and choices. Staff knew people well and understood people's needs and how people preferred to receive their care and support.

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. Care plans were updated and contained detailed information about people, their needs and current health concerns. This ensured up to date information was passed on to appropriate professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information in formats which met their needs. Staff and leaders told us people required information in an accessible format. Staff and leaders confirmed they supported people to access and understand information relevant to them. Policies such as safeguarding and complaints could be provided to people in formats which were accessible for them. If required, people were able to use alternative forms of communication in their care plans and risk assessments to ensure their understanding, for example, using pictorial information or large print.

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. The provider had a complaints procedure, and we saw evidence that complaints raised were taken seriously, acted on and a resolution found. People and relatives told us they could raise concerns and would feel listened to. People and relatives were confident action would be taken swiftly to address any concerns. One relative said, “If there is an issue in the home, they [staff] will do their best to resolve it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home had several sitting areas offering quiet space and larger communal spaces. The garden area was accessible and well maintained. Signage throughout the home could be improved to help people navigate around the home. This had been identified prior to our assessment and action was being taken to facilitate this.

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 completed training in equality, and diversity, which helped them recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Care plans contained information about how people’s social, cultural and spiritual needs should be met.

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. Care plans were in place regarding end of life care and included information about people’s preferences. The service worked closely with the local hospice team to ensure people’s end of life support needs were met.