Dunster Lodge Residential 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.

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.

One person told us, “They did a care plan with me. We talk about things all the time."

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 provided by Dunster Lodge Residential Home was flexible to enable them to meet the varied needs of people. Services included full residential care, respite care, day care and care for people who had been discharged from hospital but were not yet ready to return home.

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

Staff knew people well and provided information to them in ways that were appropriate to them as an individual.

The provider told us in their Provider Information Return (PIR) that information could be provided in a variety of formats to meet people’s needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People said they would be comfortable to make a complaint if they were not happy about any aspect of their support. One person said, “If I wasn’t happy about something I would tell them, and they would listen.”

No formal complaints had been received by the provider, but we saw a number of written compliments.

The provider sent out annual satisfaction surveys to seek feedback on the service provided. Returned surveys showed a high level of satisfaction. One relative had commented on the survey form that their loved one received, ‘Loving care.’ Another felt the care home was a ‘Safe and caring environment.'

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

Staff supported people to access services in accordance with their individual needs. Staff had received training on equality and diversity which helped them to recognise and address any discrimination people may face.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

People felt listened to and respected. One person told us, “Everyone is treated fairly here. I am as comfortable as it is possible to be."

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.

Staff had discussed with people, and those close to them, their wishes for what care and support they would like if they became very unwell. People’s wishes about whether they wished to be resuscitated and/or admitted to hospital if they were very unwell were all clearly recorded.