Deangate Care Home

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. People and their relatives gave very positive feedback about the care received at the home, they told us staff were kind and caring and they were happy with the support received. We observed staff treating people with kindness, dignity and respect. There was a relaxed and friendly atmosphere in the home, people and staff appeared relaxed in each other’s company. The actions of staff helped people to feel safe. People told us, “Oh yes, I feel safe, staff are on hand 24 hours a day” and “I wouldn’t want to live anywhere else, we have lovely times, I feel safe, very safe.” The actions of staff at the service gave relatives peace of mind knowing their family members were cared for. A relative told us, “I felt confident in them that I could take a step back, they have helped me. I can see my [relative] is safe and I do deserve a life, they are cared for.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service recognised the importance of meetings people’s spiritual and religious needs and supported people to continue their practice. The home formed community links with a local methodist church who provided twice monthly visits. One visit provided an opportunity to take part in communion and traditional hymns for those who had requested this, and another session was facilitated arounds arts and crafts. For people who wanted to go to visit the church, these trips were facilitated. A local toddler group also came to visit the home, records and photos showed that this had supported the development of important and meaningful relationships between people at the home and their young visitors. Where individuals or their family members had specific concerns or wishes, wherever possible managers and staff at the service strived to accommodate people. A relative told us about their family members first Christmas at the home, they told us, “We were invited for Christmas lunch, this was set up in the café (on site) exclusively for us as my [relative] is hard of hearing and it is better in there, all decorated just for [relative] and us.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff and managers took time to get to know people, their interests, strengths and goals. Where people had wishes and goals the staff team worked extremely well to support people to achieve these. People who had an interest in art were supported to have their work displayed in a local museum. People and staff went to the unveiling of the work to show their support and pride in the achievements of people at the home. This has led to one person taking up photography and teaching others how to do so and another person continuing in their painting hobby and selling their artwork to fans. The service employed a dedicated activities worker who spent time with people to understand what they enjoy doing and the activity schedule was built around the preferences of people. People had the opportunity to contribute ideas for days out, day to day activities and entertainment in the home. Encouragement was offered to people to take part in activities that may be of interest, where people preferred peace and quiet or one to one support this was accommodated. The environment offered both larger sociable areas and quieter areas.

The provider was exceptional in how they 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 to people in a timely and caring manner. Interactions observed evidenced that staff and people at the service knew each other well, this supported staff to respond to people quickly and efficiently, particularly in instances where people had limited or alternative methods of communication. People and their relatives were fully involved in care planning and goal setting, and staff supported people to work towards these. One person living at the service had lost their ability to walk following a fall whilst still at home and was spending their time in bed. Staff at the service worked with physiotherapists and the person to build up their strength and confidence and to support the person to use suitable equipment. Over time, this person was able to regain their ability to independently mobilise with equipment. The person told us, “I fell at home, I had been unwell and had lost weight, I didn’t have my walking frame. I’ve put weight on now, I was given a walking frame, they helped me (staff)…they all know me, they are all so kind, it’s just grand.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff received regular supervision and appraisals to support them to deliver high quality care. Advice and guidance were provided in a nurturing and supportive manner. Supervision sessions provided a space where people could discuss any professional or personal challenges and explore support which may be available. Staff without exception told us they felt supported by managers at the service. A staff member told us, “Yes, I feel supported, I think the manager would do whatever they could to help you.”