Deway Care Limited

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 newly registered service. This key question has been rated

good: This meant people’s needs were met through good organisation and delivery.

This service scored 64 (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’s care plans were personalised based on their assessed needs. These included information on their physical, mental health and sensory needs as well as information about their families and interests.

People did not always receive care from the same people at the same time. The provider was reliant on agency staff to meet people’s needs and people told us this had an impact on the service. A relative said, “Things haven’t been the same.”

The provider was aware of this and had communicated with people to make them aware they would be using agency staff. They had a list of regular agency staff they used to try to ensure some consistency for people.

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

The provider identified any communication needs at people’s initial assessment. We saw people’s records included information for staff to support communication with people, this included sensory aids such as glasses and hearing aids.

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 complaints procedure. This was made available to people in the service user guide in their home. The registered manager told us they had not had many complaints; they gave examples and these tended to be informal. The care coordinator would try to resolve them in the first instance and escalate to the registered manager if not.

People confirmed they were able to share feedback, but their experience was mixed as to whether action was taken. A relative said, “I spoke to the office twice before it was sorted.” Another relative told us, “On 1 occasion a carer turned up at 5.30pm to help my [relative] get dressed for bed but I asked [them] to come back and there was no problem and it’s not happened since.”

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it.

People did not always receive appropriate care and support at a time which suited their individual needs. People and their relatives described staff not always arriving on time and not being informed about changes. A relative said, “They haven’t sent the link for the rota, and I have asked them twice, it’s good to know who is coming.”

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’s individual needs were considered to ensure equity in their experience of care.

The service had an equality and diversity policy, and the registered manager understood people’s human rights and their right to equality.

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.

People’s records did not include information about their wishes at the end of their life. We fed this back to the registered manager who said they tended to find people did not want to discuss this. They said they will document this in people’s records to be followed up at each review to ensure people have the opportunity to discuss this if they change their minds.