Deneside Court

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.

People were supported to be as independent as possible and progress and develop their life skills. The provider valued equality and diversity for people living at the service and through support to the workforce. People and relatives could raise individual matters with senior staff and felt these were addressed. There were limited formal processes to gain the views of people and relatives.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result.

There was some evidence in care plans people had opportunity to be involved in care decisions or had declined involvement. Care reviews were undertaken regularly; however, it was not always clear people had been actively involved in these reviews. One person expressed frustration that they were not always as involved as they wanted to be. They told us, “There is no communication between staff and residents. Staff don’t want to talk to you about much.”

Relatives told us they were supported to be involved in care decisions, although some also stated that they had not been invited to be part of the process. Comments from relatives included, “I get updates from Deneside who tell me meetings have happened and what has been discussed but I am not invited to them – they know I would like to” and “Yes, we are (involved in decision making) and [name] is as much as they can be. The end game is to be as independent as much as they can.”

Relatives told us they had not been invited to any meetings about the home or been asked to contribute to the running of the service. They said they did not recall ever having been asked to complete a questionnaire or survey.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 were supported to be as independent and as individual as they could be. The provider had policies linked to equality and diversity and valued people’s differences. Staff had a good understanding of people as individuals and were able to talk in detail about people’s personal preferences and their specific likes and dislikes. Care plans noted people’s preferences, as appropriate.

Staff did not raise any particular issues relating to discrimination and praised the provider for the support they received when starting work within the service. Some staff expressed views on cultural differences, although other staff felt differing views were understandable. A staff member told us, “There is no racism. Sometimes things are unintentionally displayed. We all have different views of what racism may mean. A statement may be innocently meant but may be classified by others. I am fairly treated and fairly supported.”

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.