Dimensions Newton House

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.

Relatives told us they were happy with the service they received, which met people’s specific needs. People and their relatives had been involved in planning the support they needed. Staff told us the service was focused on meeting people’s specific needs, to help them develop skills and independence. This approach was reflected in the records of support provided.

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.

The provider worked in partnership with other agencies, to ensure people received continuity of care. Records demonstrated staff discussed any concerns with professionals to resolve issues. No concerns were raised by health and social care professionals we contacted about the way the service worked with them to meet people’s needs.

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

Relatives told us they received all the information they needed from the provider, and information was provided in ways that were accessible for people. People’s communication needs had been assessed, and a communication support plan had been developed. Documents had been provided in more accessible formats for people, including the use of symbols and pictures. This included information on how to make a complaint and contact details for anyone who did not feel safe.

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 manager tracked all concerns and complaints that had been raised to ensure they had been followed up and action taken. Records demonstrated all concerns had been investigated and actions taken to resolve issues. People had been given feedback about the concerns they had raised. Relatives told us staff listened to them and took action to resolve any issues. One relative told us a concern they raised had been “dealt with there and then.”

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

Assessments included the support people required to access the care they needed, including any specific equipment or adaptations. The assessments were regularly reviewed and updated if people’s needs changed. Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. Some of the rooms were fitted with specialist hoisting equipment and more accessible bathrooms. Assessments set out which rooms were suitable for people so their short break could be planned to ensure this was available.

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.

The manager was aware of the barriers people with disabilities may face and worked with a range of agencies to support people to overcome these. This included supporting people and their relatives to ensure care was provided in the least restrictive way possible which still met their needs. People were supported to access local community services and healthcare by staff when needed. Staff had completed equality and diversity training.

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.

The service was not providing any end-of-life care. The service supported people to plan for the future, for example planning support they needed to move to a different care provider. This information was recorded in people’s care plans.