Dignity Residential Care 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.

The provider was exceptional at making 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.

People were exceptionally well supported as individuals, in line with their needs and preferences. Staff and the registered manager knew all the people who used the service extremely well. This was demonstrated during the inspection as well as feedback from people and relatives. This meant people consistently were the focus of care planning arrangements and this helped to ensure their aspirations were met.

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 exceptionally well to live healthier lives, access healthcare services and support. Staff worked in partnership with families and professionals and advocated strongly for people, to ensure people had access to healthcare. This focused, person centred approach ensured people had access to appropriate health treatments and prevented readmission or admission to hospital.

Systems and processes were in place to ensure information was accurately recorded and shared with staff. The provider used an electronic care planning systems which alerted staff to changes and enabled the provider to have up to date access to daily records which they could audit where necessary to give themselves assurances people were receiving continuity of care.

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

The registered manager understood their responsibilities under the Accessible Information Standard (AIS). Information about the service was available in alternative formats including picture formats. Accessible information was available to inform people of their rights to make a complaint or contact other agencies if they were unhappy with their care. Advocacy services were utilised when needed to support people to understand information about their care.

Staff had good knowledge of people’s individual communication needs and communicated effectively with them. Care plans facilitated this with clear guidance about any support people required to engage with the world around them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Regular meetings and conversations were held with people to enable this. Staff involved people in decisions about their care. A complaints policy was in place and information on how to make a complaint was clearly visible. All concerns and complaints had been taken seriously investigated and appropriately addressed. Staff were able to describe the actions they would take if they received a complaint.

The provider was highly effective at ensuring people could access the care, support and treatment they needed, when they needed it.

People told us they felt in control of planning their care and support and knew they could approach staff at any time if they needed help or reassurance.

Staff demonstrated a strong commitment to improving people’s lives while protecting their right to live safely and free from bullying, harassment, abuse, discrimination, avoidable harm and neglect.

The service had effective systems and processes in place to ensure people could access appropriate care, support and treatment in a timely way. Leaders made referrals to external professionals when people required additional healthcare input and had developed positive working relationships with services such as GPs and district nursing teams to improve access and continuity of care.

The service was accessible to all. Leaders had made appropriate environmental adaptations, including the installation of handrails, accessible bathrooms and specialist equipment such as hoists.

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. No one reported any concerns about discrimination. The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equality in the workplace. Staff undertook training in equality and diversity and there was a diverse workforce.

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.

End of life care arrangements were in place to ensure people had a comfortable and dignified death. People had RESPECT forms where appropriate reflecting people’s and their family views. A ReSPECT form (Recommended Summary Plan for Emergency Care and Treatment) is a special health document. It helps doctors and nurses understand what care you want in an emergency. Care plans reflected people needs, and their relatives had been involved in planning for their future. The service worked with families and people to assess and document their end of life wishes. These were clearly recorded within care plans.