Dunraven House and Lodge

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were not always treated as individuals. The service was not being run in line with the expectations of Right Support, Right Care, Right Culture. The service could not demonstrate they provided person-centred care that promoted people’s dignity, privacy and human rights.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s feedback was mixed. Some people felt they were not supported with compassion and dignity by management and staff. One person told us how she was told off by management for asking several questions about an issue. However, others felt staff were kind. One person told us that staff were “lovely”.

Some staff we spoke to felt people were not supported to protect their privacy and dignity. One person said managers were very “controlling” toward people, for example most people were told they could not go back to their bedrooms during the day. Staff also shared told that 1 person who is a vegetarian was told meals did not contain meat when they did. This meant people were not treated with the respect they should expect to receive. However, other staff we spoke to felt people were well-supported. One member of staff stated, “Everyone is treated as an individual and gets given the choice of what they want to do”. However, they also said “It is very routinised at Dunraven and they [people] are used to it as they have been here a long time”.

Professionals felt some people were not supported to protect their privacy and dignity. One professional told us they felt the service was a “containment” only place with “no mindset to move people on”. Another professional said they thought people would find it and “oppressive environment”. A third professional shared they “saw adults being treated like children”.

We saw 1 person was not responded to when they asked a question of staff, and we saw another person being told they could not return to their bedroom during the day. However, we did see some people being supported with kindness, with some staff responding to others and supporting them well.

People were not treated as individuals and the service was not being run in line with Right Support, Right Care, Right Culture. People told us they felt they had little control and choice in relation to daily activities; for example, 2 people told us they were told by a manager they had to attend functions being run by the provider. People also told us they could not access the kitchen to make snacks, meals or drinks in between mealtimes, meaning people had to wait to be served these things along with everyone else at designated mealtimes. People told us they could not have hot drinks outside the morning and afternoon refreshment breaks and had to make do with water.

Staff told us people were not being treated as individuals. One member of staff said, “people had to do as they were told”. Another member of staff told the us “It is very routinised at Dunraven and they [people] are used to it as they have been there a long time. The [registered] manager does not think anyone is able to do anything”.

We saw people were not being treated as individuals. We observed the service was very routinised and people were expected to fit in with the service rather than the service putting people’s choices at the centre of their provision. We observed 1 person asking to have support to go into the community and was told they could not do this and was instead told to go to the in-house day service rather than the activity they wanted to do.

There was an electronic care records system that could be used to record people’s individual aspirations and wishes; however, this was not being completed. The provider’s process around the provision of food and drink was rigid, and people were not allowed to access snacks or drinks to suit their needs.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.