Delrose

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 service met people’s needs.

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

Improvements had been made following our previous inspection. The service 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.

Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences. For example, people were supported with personal care in a way and at a time of their choosing to help reduce their anxieties.

People had not always been offered meaningful activities. We saw evidence the provider was aware of this and had already taken action by encouraging the staff team to support people to undertake a variety of activities of the person’s choosing and to devise an activity planner with people.

Improvements had been made following our previous inspection. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

A relative told us, “We are kept up to date with all medical issues e.g. vaccinations, optician, and dentist visit. [Relatives name] has regular haircuts, chiropodist visits and is cared for in a helpful manner.”

Staff had completed training and understood the Equality Act.

The manager gave us examples of when they had collaborated with other professionals to ensure care was joined up. They also told us some professionals visited people in the home which helped alleviate some of the people’s anxieties. This helped to remove some of the barriers to care.

Improvements had been made following our previous inspection. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs and preferences were clearly recorded in care plans.

People had communication aids in place, including electronic tablets and communication boards.

Numerous easy read documents were available, and the manager evidenced how these had been used to support people. This meant people could make their needs and wishes known to staff.

Improvements had been made following our previous inspection. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support.

They involved people in decisions about their day-to-day care and told them what had changed as a result.

People living in the home were asked for their views in a variety of formats throughout the year, these included in daily conversations, meetings with their keyworkers, and through surveys. Action plans were devised from these meetings and survey’s and were shared with people. This meant people’s views were listened to and drove improvement.

The manager told us, where needed they engaged the use of advocacy services to ensure people were heard.

Improvements had been made following our previous inspection. The service made sure people could access the care, support, and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against.

Each person had a hospital passport in place. We reviewed these documents and noted people’s individual risks and health conditions were included. This could be shared with other professionals to reduce potential barriers to care within the health and social care system.

Improvements had been made following our previous inspection. Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support, and treatment in response to this.

Staff understood how the Equality Act applied to their role. Staff treated people as individuals and made reasonable adjustments for anyone who needed them.

The manager gave us an example of when they had raised a complaint and made a safeguarding referral about the care a person was receiving whilst in hospital as they believed the person was experiencing inequality.

Improvements had been made following our previous inspection. 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.

People had end of life plans in place which included where people would want to be cared for at the end of their life and plans for their funerals which included religious preferences. People’s relatives had also been involved in this process.