Dwell-In Social Care

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.This is the first assessment for this service since registration. This key question has been rated 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. Leaders and staff understood the principles of person-centred care and how to apply this in practice.The manager and staff team had developed support plans which were detailed and person centred. The manager had asked care staff to be involved and provide feedback on people’s support plans to ensure they were accurate and based on people’s current care and support needs.

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. For example, care staff worked closely alongside the persons family to support staff to understand the person’s individual care and support needs. The person received care and support from a group of the same care staff which enabled continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider and manager understood the requirements of the Accessible Information Standard. Information was available to people, if required, in different formats to support people’s understanding. For example, easy read or audio formats of the service user guide.

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 provider had a system in place which gave people and their representatives an opportunity to provide feedback to the service. Feedback received had been reviewed and action taken to address suggested improvements. A relative told us, “I spoke to [staff member] a couple of days ago, she asked me how everything was going.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The persons relative gave us positive feedback about the communication and information they received from the service. The service had an out of hours system in place to ensure people could always access support.

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 provider ensured staff completed training in equality and diversity and staff explained how they ensured people were treated equally and with respect. A staff member said, “I treat each person as an individual and tailor my support to their unique situation rather than giving everyone the same type of care.”

At the time of the inspection there was no one receiving end-of-life care and the provider did not offer an end-of-life service. However, the manager provided assurances that people would be supported to discuss their end-of-life preferences and choices when required. The manager said, “We have the processes in place to support people with future planning, including discussions around preferences and choices.”