Delrose

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 service involved people and treated them with compassion, kindness, dignity, and respect.

At our last assessment we rated this key question requires improvement. At this assessment, the rating has changed to 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.

Improvements had been made following our previous inspection. When staff interacted with people they were treated with kindness, empathy and compassion and respected their privacy and dignity. Staff knew people well and we observed staff giving people time to process and respond to them.

Relatives and professionals told us staff treated people with kindness, compassion, and dignity.

We observed members of the management team treating people with kindness and observed they had a good rapport with people and knew them well.

People could receive visitors when they wanted. When visitors came to the home there were private spaces both inside and outside the home which people could utilise.

Improvements had been made following our previous inspection. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People were able to make choices throughout their day, including what they wanted to wear and eat. We observed staff offering people choice and responding to their wishes throughout the inspection.

The manager gave us an example of when they had used their knowledge of people and their individual likes and dislikes to help form a specialised care plan for them which was also shared with relatives for their input.

Improvements had been made following our previous inspection. The service promoted people’s independence, and people had choice and control over their own day-to-day care, treatment, and wellbeing.

Staff were positive in empowering people to be as independent as possible and celebrated this.We observed the mealtime experience for people. People were given a choice of where they would like to eat their meal. We observed there were 2 menu options. One person did not want what was on the menu, so had an alternative option. This meant people were given independence, choice and control and their choices were respected.

Staff were communicating with people in the way they preferred and were kind and compassionate.

Improvements had been made following our previous inspection. The service 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 responding positively to several people who were at different times in a heightened state of anxiety. It was clear staff knew people well and responded to their immediate needs with kindness and compassion.

Improvements had been made following our previous inspection. The service cared about and promoted the wellbeing of their staff and supported and enabled them to deliver person-centred care.

Staff members told us they felt valued and supported. One staff member told us, “We are supported when we raise concerns, management encourage us to raise concerns and feedback is given.”

Staff also told us the provider offered opportunities for personal and carer development. Team meetings were held to discuss issues relevant to the service or staff experience.

A staff survey had also been issued to encourage feedback. The responses had been recently received, and the provider was in the process of devising an action plan.