Dale Care and Support Ltd Also known as Heritage Healthcare-Rochdale

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.

Relatives were positive about the staff team who supported their loved ones. A relative said, “The carers are really nice to talk to, they’ve become part of the household, My relative can speak to them in confidence and they have light-hearted chats together.”

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 received care and support that was personal to them. People’s relatives spoke positively about the staff team and told us staff knew them well and respected their wishes. People’s individual needs and preferences were understood and detailed in their individual care plans. Staff demonstrated their understanding of the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.

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

Care workers understood the importance of supporting people to maintain their independence and to live at home for as long as possible. Care workers spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provided for them.

Care and support plans generally identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

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. People felt staff knew them well and anticipated their needs. People had individual routines which accounted for their personal preferences needs and wishes. These included how they liked their personal items stored and how they preferred their personal care to be delivered. All those we spoke with felt staff knew them well and anticipated their needs effectively.

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

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision and team meetings.

We found most staff were provided with regular supervision meetings which was an opportunity for them to discuss how they were, any support they needed, and career development. The provider had effective systems in place for monitoring staff rotas and on-call arrangements, ensuring safe staffing levels and appropriate support at all times.