Delaheys Nursing Home

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this location under the new provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff interactions were calm and friendly, with people being engaged in meaningful conversations and offered support without rushing. People said staff were kind and caring. A person said, “They are lovely” and “They are all very caring.” A relative said, “They do respect people’s dignity.” A person was observed being offered a private room to take a personal phone call in and staff knocked on people’s doors before entering. This demonstrated staff were aware of protecting people’s privacy and dignity. Staff were compassionate about every aspect of people’s care including keeping their clothes clean, saying, “Residents’ clothes are important to them so they’re important to me as well.” A staff member said, “I take pride in cooking for the residents as good food can be something that can provide pleasure to people.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans included details of likes, dislikes and daily routines, and staff demonstrated knowledge of these during interactions. People said they could make choices about what activities to take part in, which area of the home to sit in and what to eat and drink.

The provider understood the importance of mealtimes and how this could help individuals remember past events in their lives. Menus were being produced around each resident, so each had a menu item named after them that reflected a memory to promote discussion.

A hairdresser visited the home regularly to make sure people’s appearance was as they wished.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care plans promoted choice and control, and people confirmed they were able to choose when they went to bed, when they ate and where they spent their time. People were able to enjoy visits from relatives and friends whenever they wanted. People were supported to make their own decisions and to understand any risk. A person said, “I have a recliner chair and I sleep in it; it is really comfortable for me.”

The provider encouraged people to celebrate events important to them as individuals. A relative said, “Last year for [Relatives’] anniversary they put a spread on in their room and their grandchildren and great grandchildren came – it was lovely. The catering they do is very good.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff knew people well which meant they could identify any changes quickly and take appropriate action. Staff responded to people’s requests for assistance in a timely manner. Staff supported people promptly during mealtimes and activities, and relatives told us they felt confident concerns would be addressed quickly. A person said, “On the whole; they are there when I need them.” A professional who visited the service regularly said, “Senior nursing staff appear knowledgeable of the residents (e.g. their medical history).”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt listened to and valued by leaders, with open communication and regular team meetings in place. A staff member said, “Managers have been good, if I have had issues that I have needed help with and are always willing to adjust rotas if needed. I am happy to work here and feel well supported.” Staff achievements were celebrated during team meetings and printed in the monthly newsletter. The service had a recognition scheme in place, such as employee of the month and 5-year service awards, to promote morale.

Staff champions had been introduced in areas such as, end of life care, diabetes and infection prevention control. This meant staff received extra training in an area they were passionate about.