Archived: Deebeetom Ventures Ltd t/a New Living (Durham Office)

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment of this 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 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives were positive about the caring nature of the organisation and staff. A relative told us, “We are happy with the staff.” Another relative commented, “Staff came out once to help hoist [Name] into the ambulance when they weren’t scheduled to do a call, we were so pleased about this.”

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. Relatives and people told us staff took time to speak with people during care visits and communicated effectively. A relative commented, “Staff give [Name] lots of time to respond.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans provided some guidance. However, further information was needed in care plans to detail the support staff needed to provide and what the person could do themselves to help complete the task and maintain their independence. The registered manager told us this would be addressed.

Staff 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. Where people were supported by staff who were familiar to them, this enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to deliver effective care. However, we received mixed feedback from staff about the roster management. Some fed back they were not supported if they requested any changes to their roster due to personal commitments.