James Dixon Court

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 the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always ensure people were fully involved in decisions about their care and support, and there were occasions where partnership working with people to respond to changes in their needs could have been strengthened. Care plans reviewed did not consistently reference or document discussions held with people about their preferences, needs, and goals. However, staff knew people well and could often anticipate their needs. Care plans for people living at the service permanently contained personalised information including people’s preferences and life story.

The provider demonstrated a clear understanding of the varied health and care needs of people. Care was well-coordinated, and referrals to external professionals were made promptly when required.

Established systems ensured referrals were completed appropriately. Staff were able to describe the process for escalating concerns, beginning with reporting to the team leader in charge. One staff member we spoke with said, “I would go straight to [registered manager] or team leader and document on PASS system.” The registered manager maintained oversight of all referrals to ensure timely action.

Daily meetings supported effective communication by enabling staff to share updates and keep the team informed. However, some care staff told us they did not feel communication was fully effective, as they were not included in these meetings and therefore missed important information. The manager requested the team leaders ensure feedback was shared with the care staff.

Relatives informed us referrals were made when required and this would be communicated to them.

Staff had completed training in communication to ensure they could meet the needs of people especially for those who lacked verbal communication. For example, one person had used a communication app to engage with staff and professionals, which helped them stay involved in their care. People told us they felt well-informed, with one person saying, “I always know what is going on,” and another commenting, “Staff were all very open and transparent.” Staff had completed General Data Protection Regulation (GDPR) training, ensuring personal information was managed securely and in line with data protection requirements. The provider was in the process of developing a service user guide.

The provider ensured people could easily share their views, ideas, or concerns about the care, treatment, and support they received. Professionals were invited to give feedback through a link included in email communications, which directed them to a short online survey. People leaving the service were asked to complete an exit survey to share their experiences. Feedback from people permanently living at the service was not always evident; however, relatives reported they were asked for their input. Staff were encouraged to provide feedback through regular surveys and during team meetings. This approach helped the provider understand what was working well and identify areas for improvement.

The provider ensured people could access the care, support, and treatment they needed when they needed it. Staff acted promptly when people’s health or wellbeing changed. People had access to dental care and optician services when needed, with staff supporting appointments and arranging transport where necessary. Medication was administered on time. People had the necessary mobility aids in place to meet their needs and promote independence.

There was an equality, diversity and inclusion policy in place and staff knew how to access this. All care staff completed training in equality and diversity. People who required the use of hearing aids or glasses received these. Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider worked with relevant healthcare professionals to identify and meet the needs of people at risk of experiencing inequalities. For example, ensuring the health needs of people living with dementia were met.

People were supported to plan for life changes, ensuring they had sufficient time to make informed decisions about their future, including at the end of life. There was clear evidence of discussions with people regarding their wishes, including decisions about Do Not Attempt Cardiopulmonary Resuscitation (DNACPR). DNACPR decisions were documented accurately and stored appropriately within care records to ensure clarity and respect for each person’s preferences.