Deneholme Care Centre

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 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 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 staff spent time with them, offered reassurance when needed and provided support in a calm and caring way. We observed warm, respectful interactions throughout the service, with staff taking time to engage with people and respond to their individual needs.

People told us they felt valued, listened to and comfortable with staff, and spoke positively about the relationships they had developed with them. A person said, “They (staff) are so caring.” A relative said, “When [person] was in hospital the interaction with the home was impeccable and the staff used to visit [person] in hospital on their way home from work. I can’t praise this place enough.” Another relative said, “[Person] is extremely happy here as [they] are quite capable of expressing their feelings.” A visitor to the service said, “All of the residents I speak with have never raised any concerns and say they are happy living at the home. Everyone seems happy and content.”

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 and relatives told us staff had a good understanding of each person’s routines, preferences and interests, including activities such as gardening. Staff supported people to express what was important to them and adapted support to reflect their individual needs, backgrounds and life experiences. This personalised approach helped ensure care was meaningful, promoted wellbeing and enabled people to take part in activities they enjoyed. During the inspection we observed people being treated as individuals, which included individual conversations about things they enjoyed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person said, “The carers know my needs and act accordingly with what I like and dislike.” A relative said, “[Person] is very happy. They are so much more independent than when they were at home. They have made friends and they love the staff.”

People had choice and control over their everyday lives. People said they were able to do as much for themselves as possible, with staff offering encouragement and appropriate support. Activities took place for people to join in, if they so wished. A person said, “I enjoy the activities which I enjoy.” Care records needed to be reviewed to ensure information about activities each person enjoyed and had participated in was recorded. The registered manager confirmed this was in hand to update.

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.

We observed staff responded immediately when people became distressed. This included a person who needed support with personal care. Staff also recognised when people may become agitated. We observed one staff member intervene when they saw a person start to become annoyed with another person. The situation was handled well, with each person becoming settled without altercation.

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

Staff worked collaboratively and supported one another to ensure people received consistent care and support. We observed a calm and reassuring atmosphere, with staff responding to people in a kind and compassionate way. Effective teamwork helped staff understand and meet people’s individual needs, promoting person-centred care and positive experiences. Staff feedback included comments regarding strong teamwork and open communication. One staff member said, “I receive supervision then an appraisal every year. This is good as I can gain feedback on how I am doing and anything I need to improve on.”