Dell Care

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.

At our last assessment we rated this key question good. At this assessment, the rating has remained 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’s relatives and the professionals who provided us with feedback told us this. One relative said, “Staff are very kind and compassionate, they talk to [family member] and close the curtains [for dignity purposes]. They always ask for [family member’s] consent.” Staff demonstrated they understood the importance of delivering respectful care that maintained people’s dignity through the feedback they gave.

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’s relatives told us this and records confirmed it. All the relatives that provided feedback told us staff consistently met their family member’s needs and in a way that respected them as individuals. For example, one relative told us, “Staff deal with [family member’s] frustrations, are very capable and competent and do things slowly at [family member’s] pace.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. People told us this and the records we viewed confirmed it. One person’s relative gave us an example of how staff promoted their family member’s independence whilst ensuring thorough care was delivered. We saw from the care records we viewed that people’s independence, preferences, wishes, and choices were considered and staff were able to tell us how they promoted 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. People’s relatives told us they felt listened to and gave examples of how staff listened to, and understood, their family member’s needs. They also told us of times when their family members had medical emergencies and how staff stayed with them to comfort them and ensure they received the care they required. One relative told us about one occasion where their family member had fallen, “Staff called for an ambulance and didn’t try to move [family member] in case things got worse. Staff stayed with them… I felt reassured.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care; staff told us this. All the staff that provided feedback told us they were happy in their roles and felt supported and valued. One staff member said, “[Registered manager] truly cares about clients, their families and staff and goes above and beyond” whilst another told us, “We thrive on providing person-centred care and we work as a team to ensure [we deliver] quality care.”