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.

The provider had systems in place to support people’s involvement in planning and reviewing their care, as much as they wished and were able to participate. Care plans were reviewed and updated, and the provider was continuing to develop these records to ensure they accurately reflected people’s current needs, preferences and the support delivered by staff.

Staff had an excellent understanding of people’s preferences, routines, communication needs and personal histories, enabling them to provide personalised support that reflected what mattered most to each person.

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.

Questionnaires were sent out to people and their relatives. The responses were used to continue to improve the service. The registered manager said, “One relative completed a questionnaire, and because of that we were able to change how the person was supported to fit with their changing needs at the time.”

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.

Management and staff demonstrated a very good understanding of people’s health needs and worked to reduce barriers to accessing the support they required. Staff sought advice from external healthcare professionals, including GPs and district nurses, when needed, and records confirmed their guidance and recommendations were followed to help achieve positive outcomes for people.

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.

Staff completed equality and diversity training to help them understand people’s differences and treat everyone fairly. Managers promoted a culture where discrimination was not accepted, helping to ensure people were treated with dignity, respect and kindness and could live free from harassment or unfair treatment.

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 at the time of the assessment. However, the provider showed a clear understanding of how they would support people if this was required.