Delore Care Woking

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us the staff who visited them were kind and caring. They said they looked forward to their visits and enjoyed their company. One person told us, “I really look forward to seeing them. This morning when the carers came, I was feeling a bit out of sorts as I hadn’t slept well the night before, but they were so kind.” Another person said of staff, “They are very kind and respectful. We chat away together. Nothing is too much bother for them, they will do anything I ask.”

Relatives described staff as kind and polite. They said their family members had developed positive relationships with the staff who supported them. One relative told us, “The carers are wonderful. They are very kind and gentle with [family member]; they treat her as though she was a member of their family.” Another relative said, “I am pleased with the care [family member] receives. The carer treats him with kindness and respect. I have observed them laughing and chatting together; it is good to see.”

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 told us staff respected their choices and preferences about their care. Relatives said staff took the time to engage with their family members about their backgrounds and interests. One relative told us, “They talk to [family member] and spend time with her. They are very chatty and friendly.” Another relative said of staff, “They are kind and socialise well with [family member].”

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 staff encouraged them to manage aspects of their care where they were able to do this. Relatives confirmed this, with one relative saying, “As [family member] is fairly independent, they will get her into the shower and hand her things so she can wash herself, and this is what [family member] wants.”

Relatives said staff supported their family members in a way which promoted their independence. One relative told us, “The way they gently encourage [family member] to get involved with household tasks is good; they encourage her to keep her independence.” Another relative said, “The care [family member] is receiving is allowing her to stay at home, which is what she and the family want.”

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 told us staff provided care flexibly to take account of their fluctuating needs. Relatives confirmed that staff provided care which was responsive to their family members’ needs. One relative said, “The carers are able to adapt to suit [family member’s] needs on a daily basis.”

Staff responded well to people’s immediate needs. One member of staff described the action they had taken when they suspected a person was at immediate risk. The member of staff said, ‘[Person] usually opened for me every time I went to her home. But this day I rang the bell, knocked and there was no response, so I reported to office and immediately called 999. They came immediately and found the lady had had a fall so they took her to hospital.’

Relatives told us staff had responded well if their family members health had deteriorated. One relative said, “There was once that [family member] was unwell and they called an ambulance and let me know. They stayed until the ambulance arrived. It was very reassuring that they had [family member’s] best interests first and foremost.“

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The PIR set out how the provider managed the rota to ensure staff had sufficient periods of rest, and how they enabled staff to work flexibly around their other commitments. The provider said supporting staff in this way had improved staff retention and reduced staff absence.

The PIR stated, ‘Our carers’ rotas are planned with rest times every day and days off every week to reduce burn-out and encourage a good work-life balance. This helps in retention. Our rotas accommodate flexible working where people who have school runs or care for family members can work according to their availability. This has really helped to reduce absence and sickness as well as emergency time offs.’

Staff confirmed the management team supported them well and cared about their wellbeing. One member of staff said of the management team, “They support and motivate us.” Another member of staff told us, “My manager is responsive. I meet him in the field, he comes for supervision, and also to deliver PPE. I can even call him and he responds immediately.They arealways available.”