Deneholme Care Centre

On this page

• 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 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 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 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.

Staff used information gathered about people to help them feel comfortable, build positive relationships and develop personalised care plans. Care plans were reviewed and mostly reflected people’s physical, emotional and social needs. Staff had an excellent understanding of people’s preferences and worked alongside them, and where appropriate their relatives, to make decisions about their care and support.

A person said, “They (staff) talked to me about my care when I first came in and that continues to this day.” Relatives told us they were included in decisions being made on behalf of their family member. Although there was no impact on people, these decisions needed to be better documented. The registered manager was going to address this.

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.

People told us staff provided support consistently and in a way that helped them maintain their preferred routines and daily activities. Staff worked closely with people, their relatives and external health and social care professionals to ensure care was well coordinated and responsive to changing needs.

Records showed regular involvement from professionals, including GPs and community nursing teams, and staff shared relevant information to help maintain continuity of care. Staff knew people very well, including their preferences and support needs, which helped ensure people received consistent, person-centred support. A healthcare professional said, “The staff team know people so very well. Sometimes feels like it’s better than the families.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People received information and support in ways they could understand. They told us staff took time to explain what was happening, offered choices and communicated in a respectful and patient manner. Staff adapted their communication to meet people’s individual needs, helping them to be involved in decisions about their care and support. People spoke positively about the way staff communicated with them and said they felt listened to and understood.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Resident meetings took place every 3 months, although there had been some delays in timings of these with some occurring 4 to 5 months apart. These gave people the opportunity to discuss matters important to them, including menus. One person said they needed to be more regular. We gave feedback to the registered manager about this comment for them to address. Questionnaires were sent out to people and their relatives. The responses were used to continue to improve the service.

Healthcare professionals told us staff listened and involved people in their care. A health care professional said, “Staff are real advocates for the patients.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us staff were available when they needed support and responded promptly to requests for assistance. People described having good access to meals, drinks, activities and medicines, and said staff took time to ensure their individual preferences and needs were met. Where people had specific dietary requirements, staff understood these and provided suitable meals. This helped people feel well supported and able to maintain their health, wellbeing and daily routines.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People and their relatives told us staff treated them with dignity and respect and promoted an inclusive culture where people were valued as individuals.

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.

No one was receiving end of life care during the assessment. The provider had recently dealt with the sad passing of a person at the home. This had been dealt with well with great dignity and staff had supported families and offered emotional support after bereavement.