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. During our visits to people in their homes, we observed warm, respectful interactions 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 really are such a nice group of staff. I have experienced such kindness.” Another said, “I know I pull their leg about things, but they have been really kind to me, and I want them to know that means so much to me.”

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 told us staff took time to speak with them during care visits and communicated effectively. A person said, “They do more than just provide care. They tidy up, make me a cup of tea and always take the time to have a chat.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

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. A person told us, “I am an independent person, so I like to do my medicines myself. The staff support this.”

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.

Staff responded quickly when people indicated they needed help. This included a person who had their personal care addressed during our visit to their home and we overheard overwhelmingly positive responses taking place as they had their personal care addressed.

People’s care records provided staff with guidance on when to raise concerns and seek professional support. Staff recognised changes in people’s wellbeing, including deteriorating health or a need for additional support, and took prompt action by informing the management team. This helped ensure concerns were responded to quickly and appropriate action was taken. A staff member said, “We would never hesitate to seek advice or get support if someone’s needs changed or we were concerned about their wellbeing.”

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 with staff describing themselves as a ‘close-knit team.