Dolphin View 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 required 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 71 (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 involved in decisions about their care and treatment, working together to decide how best to respond to any changes in their needs.

Daily records showed that people were supported in line with their care plans. Care plans had input from people, their relatives or advocates, and health and social care professionals. Care plans were person-centred, and staff were observed following people’s care plans and wishes. Care plans were reviewed as and when required in addition to the regular review.

A healthcare professional told us, “The staff listen and follow any instructions I may provide and are accommodating to my requests (where possible).”

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.

Staff received person-centred care training, and their induction process ensured they were given clear guidance on how to support people and recognise changes to their needs. People had access to community health practitioners, such as, GPs, district nurses, and other professionals when needed. Appointments and visits were documented in care records.

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

Care records were accurate, up to date and included information that was appropriate to individual communication needs. There was signage in place to help people navigate around the service. There were also displays that showed information in a variety of different ways.

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.

Families told us communication was good between themselves and the home. The current manager had worked to build a rapport and was keen to hear ideas from families as to how they might engage further. The manager displayed they listened, genuinely cared and had started to make changes that improved people’s lives and experiences.

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

Staff understood the importance of ensuring people had access to the right health and social care services and helped them to do this through well planned and documented care.

A relative said, “The [staff] have organised a chiropodist and even the dentist has just been in to visit residents. I think I saw the optician there recently too. It’s a very smooth operation.”

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 and manager ensured staff understood people’s needs, preferences and anxieties. The right processes were in place to support people and staff.

People were not always 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.

Preferences for end-of-life care were not always documented and guidance for staff on how best to approach people was not always clear. We highlighted this to the manager, who acknowledged the importance of having well-documented plans in place. Care plans were immediately reviewed and consideration for bespoke end-of-life training was discussed and future sessions planned.

Staff did support people in meetings to communicate or express their wishes and where this was not possible appropriate processes were in place and timely decisions taken.