Deep Heart Care Wiltshire

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 provider 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 said they were happy with their care workers and described them as being caring. People said staff were respectful and mindful of their dignity when being supported with personal care. One person said, “They [staff] are very kind and caring, nothing is too much trouble for them. I am very satisfied with the service.” Another person said, “They [staff] are very respectful, it is a pleasure to see them and there is good communication. They are very respectful of my dignity.”

We observed in people’s care records staff had contacted the office if they were running late. Office staff had then called people to let them know so they would not get anxious when their care worker did not arrive exactly on time.

The provider 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’s care records contained information about people’s likes, dislikes and preferences. People’s religious needs were recorded with guidance for staff on how to meet those needs. People told us they had access to the care plans if they wanted to be more involved.

People had step by step guides for staff to know exactly how they wanted their visit to be carried out. If people had support both morning and evenings, there were 2 separate guides for staff to follow. Each contained personalised information on how to provide care. This meant if regular staff were not available for any reason, other staff could visit and know exactly how to support people.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were being provided with the care they needed to remain living in their own homes. Staff understood the importance of supporting people to maintain independence wherever possible. People were encouraged to make their own choices and decisions about their day-to-day care. For example, if people were assessed as being able, they were supported to manage their own medicines.

Where people had close relationships with others such as spouses and family members this was recorded in people’s care plans. Staff supported people to maintain these relationships where appropriate and involved others in care and support.

The provider listened to and 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.

People said they were comfortable asking staff for any help and support they needed. If people had wellbeing needs, this was recorded in their care plans. For example, for 1 person it was recorded they could experience a low mood at times. Daily notes demonstrated staff were taking time to talk with the person and talk about how they were feeling.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the provider took steps to support their wellbeing such as providing regular breaks. One member of staff said, “The provider supports wellbeing through regular check-ins, supervisions and being approachable when support is needed.” Staff rotas were planned to allow travel time between visits and staff told us rotas could be adjusted if travel time was unrealistic.