Deangate Care Home

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 provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 making 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. People were at the centre of the care and support they received, managers and staff provided consistently high levels of care. The service recognised the importance of knowing people well to deliver care that was bespoke to the person. A relative told us, “Staff made a memory book with [relative], so they have things they can talk about if [relative] is anxious. They did this proactively; it includes childhood friends and anniversaries.” People told us felt safe at the service and they and their relatives were central to the care planning process.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff and leaders worked in partnership with people, their relatives, professionals and groups in the wider community. A relative told us, “We all work together, there’s a full loop of everyone (around our relative), and everyone knows what’s going on.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives could access care plans as and when required. Information about the service was available to people coming into the home in the form of guided tours, time with staff and leaders to answer questions and a handbook about the service. People and their relatives were kept up to date when changes occurred.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Managers proactively sought feedback from people, their relatives and staff, using regular surveys, meetings and individual conversations. People told us they felt able to approach staff and managers at any time. A person told us, “They are very good (the manager), anything I want, I see them.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff and managers ensured that where needed, timely and appropriate referrals were made to health and social care professions. Staff at the service ensured that people maintained links with community services which were important to them.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People’s plans of care were highly personalised and ensured that staff and managers understood the level of support people required to maintain their hobbies, interests and relationships with people important to them. People were supported to achieve their goals and pursue new interests.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Where people did want to discuss their end-of-life care wishes these were recorded in detail and followed by staff. Managers at the service worked proactively with their local end-of- life care team to upskill their staff in delivering quality end of life care. A professional told us, “All I have ever seen (from staff) is kindness, care and respect being delivered.” Relatives spoke highly of their experiences of support received from the home when their relative had passed away. A relative told us, “They kept us informed, I can’t praise them (staff) enough, they helped us organise something like a military funeral, they did a lot of organising. If my [relative] was still alive, they would be very proud.”