Delore Care Eastbourne

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 full first assessment for this newly registered service. 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 agency always treated people with kindness, empathy and compassion and respected their privacy and dignity. A relative told us, “Their carer shuts the door when providing personal care, he is my dad, and they take that into account, so I don’t have to see.” They also told us, “I trust [person] like a family member, and I would recommend them. We have never looked back.” Another said, “They are kind and respectful, My regular carers chat to me and care about me. Recently I had some bad news, and I was very upset, and they were very supportive and very kind.”

The agency 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. People told us their care package was in line with their individual needs and staff were flexible when supporting them. For example, a relative told us, “We had a carer that my husband didn’t get on with, and my daughter phoned the agency, and they were good and changed them straight away.” A person told us, “We went through everything, and I also told him no male carers and they haven’t ever sent one.” Another person said, “I wanted an omelette, so I told the carer how to make it and we did it. I have a mix of female and male carers and I’m happy with that, it works for me.”

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.

The provider cared about and promoted the wellbeing of their staff and, supported and enabled staff to always deliver person-centred care. Staff confirmed they were well supported and listened to. A staff member told us, “My boss has a very good listening ear, she is my 999.” Another staff member told us, “Yes I really do feel supported, anything I’ve told her, she comes through for me.” The agency told us they always celebrated people’s birthdays and Christmas with staff vouchers. They also told us that if a staff member’s car broke down, they would ensure staff had access to a taxi to ensure they could make their calls on time and support the staff member’s wellbeing.