Dovehaven Grove

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 service under the new provider. The service was rated good under the last provider. 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 and relatives were positive about the staff team and their kindness and support. They told us, “They are kind and really do care” and, “We could not be happier with [persons] care, and they treat us like family.”

Staff knew how to support people to maintain their dignity. They said, “The residents (People who used the service) are treated so well and always seem so happy” and, “Residents here are looked after and treated well. We maintain dignity by ensuring we close the door and curtains during personal care.” The registered manager told us about how they monitored the staff team and the care they provided. They said they observed staff interaction and undertook daily walkarounds and sought feedback from seniors and family.

We observed kind and caring interactions taking place between people and staff and people’s dignity was maintained. It was clear positive relationships had been developed between staff and people, and a good rapport was noted. Staff respected people’s boundaries if the person was displaying distressed behaviours.

A professional told us about their experiences in the service. They said, “ On my visit the staff were friendly, and residents (People) appeared clean, tidy, happy and content, there were no signs of discomfort or distress.”

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 were happy with the individual care they received and said staff understood their needs. They said, “They (staff) all work hard here they know the residents (people) well and know how to treat them. Some need more care than others and even though they are run off their feet they always do their best to give them their time”, “Well I can tell you that [person] is settling in really well, they have only been here a few weeks. I can’t fault anything” and, “I found it very difficult when I first came here but the staff have helped me settle.”

The staff were able to discuss where 1 person discussed a concern and how they were supporting them. One staff member told us they, ‘Respected people’s choices.’ Staff knew about people’s individual needs and were able to tell us how to care for them. The registered manager told us how they ensured people’s individual care needs were met. They told us, “The key is to identify people’s needs and seeking [people’s] preferences and wishes in relation to these needs and then making sure that they are reflected in care plans.” They told us that they were working to ensure care records were more detailed and individualised. We saw that where care plans were up to date these reflected person centered needs.

Staff were seen engaging positively with people and it was apparent meaningful relationships built on the knowledge of people’s needs had been developed. We saw kind and caring interactions and staff talking with people positively. Staff were engaging people with activities in both units on both days of the assessment.

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

People and relatives told us that choices were being offered including activities they undertook. They said, “They really do understand [person] well as far as taking part in activities they know what they like to do they love colouring”, “[Staff] organises different days out where residents have a say on where they go. They are hoping to go to [local] garden centre” and, “My [family member] was able to stay at the home in guest accomodation to celebrate a special event. However, 1 person told us, “I am fed up and bored.”

We observed activities taking place on both days in both units and members of the local Church were seen supporting people’s religious needs. It was clear people were engaged and involved and were enjoying the interactions between them and staff. An activities planner was on display and there was dedicated staff undertaking activities, along with other members of the staff team taking part. People were seen singing and dancing along with the karaoke event.

Staff discussed the ways they supported people’s independence and choice and how they supported people’s alternative communication preferences. Comments included, “We encourage independence by giving people a choice. I will always give options on what they would like to wear so they can choose for themselves” and, “People have gone on trips out recently including Lytham and to garden centres. We do activities most days.”

Daily flash and staff meetings included information about the activities planned for the day. Completed surveys detailed feedback about the activities provided to people. Care records included information about people’s interests and activities.

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 and relatives told us the staff helped them as they needed. Comments included, “I can’t fault anything” and, “The whole family are happy with the care that [person] receives here” and, “The staff here have been brilliant, and they have so much respect they explain everything to [person] like what they are doing and why they are doing it.” One person fedback that staff knew how to treat people but that they were, ‘Sometimes run of their feet’ but that they, ‘Always do their best to give them their time.’

Staff told us about how they supported a person to communicate with them and gain an understanding of their likes, choice and need. Staff said they talked to people and asked permission before undertaking any activity. Staff provided care to people but they fedback that sometimes they felt rushed. One staff member told us, “I would like more one to one quality time with the service users (People who used the service) as sometimes it is very busy, and we are not able to sit and talk with service users.” The management team discussed the importance of meeting all of people’s needs and providing care and support as they needed and choose.

We observed staff mostly responding in a timely manner to support people’s needs, call bells were being promptly answered and staff were visible in the communal areas, and we saw staff knew people well and their needs. This ensured people’s needs were responded to in a timely manner.

However, we observed 1 person was not encouraged or supported with appropriate footwear. The registered manager and senior team told us this was the persons choice but when we checked their care records this was not recorded, and another person raised some concerns about the behaviours of 1 person and how they accessed areas of the service and the impact on them.

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

Most staff were positive about the support provided by the management team and were positive about the new registered manager after an initial settling in period. They told us, “Staff are looked after here. [registered manager] has been really good with me recently. There are award benefits and employee of the month. All staff vote on who they think should get employee of the month”, “Staff morale is really good now. (I feel supported and valued as a member of staff” and, “Morale in the home is good and the new manager, has maintained the feeling within the home.” The registered manager talked about the ways they engaged, supported and involved staff and that they were supported by the senior management.

There was evidence of team meetings and surveys taking place, information about you said, we did was on display in the entrance to the service as well as a range of information on display to support and guide staff. Team meetings were being undertaken and minutes from these included the topics discussed. Staff confirmed surveys and team meetings were being undertaken.