Delaheys Nursing 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.

This is the first assessment for this location under the new provider. 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.

People received care that was tailored to their individual needs and preferences. Care plans were person centred and included details about likes, dislikes and daily routines. Staff had a good knowledge of people’s needs and how people communicated. Care plans were reviewed monthly as part of ‘resident of the day’ with input from relatives when appropriate. These included emails sent to relatives to discuss people’s preferences. The activities coordinator discussed with people the activities they would like to take part in. This took account of personal interests. A person said, “I like to do the flowers in the garden.”

The registered manager consistently showed examples of seeing people as individuals and exploring different ways of meeting their needs and including family in these discussions. For example, a person was showing distress in the evening when they went to bed. This was found to be the result of having to leave their companion. It was discussed with family that the two residents could share a room as a solution. This was implemented and the effect on the resident was immediate, with restful nights sleeping and happy days spent together. This showed the understanding of what matters to people and the commitment to enhance quality of life for each person.

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.

Care was delivered consistently and staff worked well with external professionals. Care records showed timely referrals and collaborative working. Health care partners reported the service was completing appropriate referrals through the care home team and the advice was always followed.

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

People were given information in a way which met their communication needs. Information was presented in different formats such as large print or verbally. Staff knew people’s communication needs well, and people were supported in line with the Accessible Information Standard. Relatives received information in their preferred way, either via email, phone call or face to face. One relative said, “Despite us living away, the care staff have always kept me informed of [relative’s] welfare and do this by email on my request.”

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.

People and relatives described the manager as approachable and responsive. Staff, people and relatives confirmed they felt heard and supported. People were offered choice throughout the day, including meals and activities. People and relatives were involved in care reviews.

Residents and family meetings were planned monthly. The meetings provided the opportunity to discuss activities and ideas for future events. Relatives and staff surveys were sent out and a ‘You said, we did’ board was on display. These evidenced actions taken from feedback.

Feedback had been received that a relative had not enjoyed a visit due to a noisy environment. The provider responded by creating a relaxing space in another area of the home, including a coffee station. A relative said, “It feels completely different now — I can sit down, have a nice coffee, and just enjoy the visit. It’s made such a difference.”

There was a complaints policy and although no formal complaints had been received, comments had been received and were dealt with effectively.

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

The premises and equipment were accessible for people and visitors. There was a ramp to access the main entrance and to access the garden space. All floors were accessible via a lift. People had mobility equipment if needed and people were encouraged to maintain physical independence. People and staff told us there was no discrimination, and adjustments were made for individuals, such as textured-modified diets.

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.

People experienced positive outcomes and said they felt safe and well cared for. Feedback from people and relatives was positive. Staff completed relevant training regarding equality and human rights, and there were relevant policies to support equality and reduce discrimination.

Staff demonstrated an in-depth understanding of potential inequalities or barriers, advocating for people, particularly those living with dementia or communication challenges. Proactive steps were taken to ensure fair access to services, with feedback channels available for people or their representatives to use.

People were 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.

Staff supported people at the end of their lives. People’s wishes had been discussed and documented with appropriate and respectful care planning in place. Staff completed end of life [EOL] training, and the service had links with the local hospice. The service had a EOL champion who had received additional training. The EOL champion developed a plan with people and relatives to record their future wishes. This included discussion around ‘taste for pleasure’ which allows a mouth tray to be set up with a person’s preferred ‘drink’ when they are entering the last days of life. A staff member said, “Everyone deserves to have a comfortable and peaceful death, the death they planned for.” And “We want to comfort and relieve the worry for relatives, it’s a distressing time for them and we know that.” Advance care plans detailed if people wished to be admitted to hospital and under what circumstances they would prefer to stay at the home. A relative said “Staff showed dedication and support to my relative through the final years of her life”.