The Dunes

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 service met people’s needs.At our last inspection we rated this key question good. At this inspection 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 service 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. Relatives told us people received person centred care and staff were friendly and welcoming to them and encouraged participation. Relatives said their family members’ needs and preferences were considered by staff. The provider had an electronic care planning system which meant information was updated instantly if things changed. Staff told us they had enough information about people’s needs to provide safe and continuous care and offer choice and control. Staff knew people and their needs well. We observed staff supporting people in a person-centred way throughout the inspection. For example, care was delivered according to people’s care plans and preferences. We observed positive interactions between people and staff, and people appeared relaxed and comfortable at The Dunes. People were supported and encouraged to maintain important relationships with family.

The service 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 could access the care and support they required. Relatives were confident in staff to access additional medical support if needed. Staff told us they understood how important it was to work with other professionals. Records showed input by health and social care professionals and care plans and risk assessments were written in accordance with professional input. This helped to ensure people’s needs were met. Health and social care professionals told us staff followed their instructions, and felt staff would raise concerns regarding’s a person’s health and wellbeing if needed.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Where people had an accessibility or communication need this was met by staff and the service. We observed staff communicating with people in a person-centred way. People had communication plans in place. All staff we spoke with understood people’s needs and were able to communicate effectively with them. People’s communication needs were met and reviewed in line with the Accessible Information Standard (AIS). AIS aims to ensure that people who have a disability, impairment or sensory loss can access and understand information about NHS and adult social care services and receive the communication support they need to use those services. This meant information was tailored to people’s individual needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Relatives told us their family members were involved in their care where appropriate and relatives felt they were consulted.Relatives told us staff made them feel comfortable to share any concerns, feedback or information as necessary. People and their relatives knew how to make a formal complaint if they needed to and were confident the registered manager would take it seriously. There was a complaints policy in place, and the registered manager knew the complaints process. Information on how to complain was displayed in the service in an easy read format. This meant people had access to information about how to make a complaint and provide feedback in a range of accessible ways.

The service made sure that people could access the care, support and treatment they needed when they needed it.Relatives said they felt their family members received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity and told us they supported people to live their lives how they chose.Staff ensured people could access the care, support and treatment they needed when they needed it. People were supported with medical appointments and follow up appointments.

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. Relatives were confident their family members were treated fairly, and their rights were fully respected. Staff told us they understood people had the right to be treated equally and supported them to choose what they wished to do. Staff told us of real-life examples of empowering people to make choices in their day to day lives. For example, when choosing what to eat or what to wear. People’s and relatives’ views had been sought through surveys. The results were used to shape future care delivery in the service. Staff told us they had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and monitoring meant staff were reminded of their responsibilities to always ensure inclusivity. Policies and procedures underpinned working practices within the service, and this was supported by training and ongoing monitoring.

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 recorded their future wishes, and this was on-going. The service provided people with the opportunity to plan for the future. Records confirmed reviews were undertaken regularly for people’s personal outcomes and goals. Staff understood the importance of future planning and knew where to get this information. A staff member said, “I know the importance of this, and we have discussed end of life wishes and continue to have these conversations.”