Delore Care Eastbourne

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• 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 full 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 71 (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 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. A person told us, “He knows how I like things done.” “I’m a very satisfied customer.” A relative told us that their regular carer had been a “Godsend.” They said that they were trained and knew what they were doing. Another relative told us that when they were away, their relative had a fall and needed medical attention. They said that the carer sought medical advice, and the office staff rang them to keep them informed. They really appreciated this support and said, “They are on the ball when something goes wrong.” Staff knew people’s care needs, their preference and daily routines. People and relatives spoke about staff going out of their way to do additional tasks such as picking up medicines, supporting with appointments and shopping.

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. Most people told us they received support from regular care staff who knew them well. As there was good consistency in care staff this occasionally caused problems when that person took leave or was ill and new carers were then allocated who did not know people so well. A person told us, “When someone different comes they don’t always read the support plan, and you have to tell them how to support. All staff should read the support plan.” We raised this issue with the agency who had already identified this issue and had taken action to ensure that before staff when on leave, whoever was covering for staff would have opportunities to be updated on the person’s needs.

We received mixed feedback from people and their relatives. Although everyone said that a full assessment of needs was carried out, only two people told us they had seen a copy of their care plan. However, everyone knew what support they should receive and the duration and timing of calls. The agency told us that following assessment people, and where appropriate their relatives, were given electronic access to relevant sections of the care plans if they wanted this. They told us they would remind people that this was available. People and relatives told us that office staff were approachable, and they gave us examples of matters they had raised that were acted upon in a timely way. The agency followed the requirements of the Accessible information standard. Care plans described people’s preferred communication style and gave examples of how to support people with communication. One person needed a relative to be present as English was not their first language. Staff told us that they used pen and paper for another person to aid communication.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People could access the care, support and treatment they needed when they needed it. For example, a person received three calls a day but there was provision within the care package that if an extra call was need daily this could be provided. The family confirmed that this had been provided as needed. People told us that if they contacted the office regarding any issue someone always got back to them in a timely way.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. This information was used to develop specific care plans, including end-of-life care if people chose to discuss this. A relative of a person whose needs were changing told us that they needed support in liaising with other health professionals to plan more effectively for end-of-life care for their relative. We spoke with the office to make sure they were aware of this situation. It was noted that a district nurse was also supporting this person twice daily. Two staff told us that they had supported people at end of life and found this very emotional. Both said they would like to receive additional training in this area. This was fed back to the agency.