Delore Care Woking

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing, and communication needs with them.

People’s needs were assessed before they began to use the service. Initial assessments recorded people’s strengths and their preferences about how they wished to be supported as well as their care needs.

People and their relatives told us they had been able to contribute to their assessments and subsequent care plans. One relative said, “The company took into consideration our views about the way [family member’s] care had to be provided.”

The provider planned and delivered people’s care with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The provider used recognised evidence-based assessment tools to monitor and assess people’s needs. People’s needs were reviewed regularly to ensure they took account of any changes in people’s needs. The provider ensured staff were kept up-to-date with relevant legislation, evidence-based good practice, and required standards.

People’s nutrition and hydration needs were met. People told us staff knew their food preferences and encouraged them to maintain inadequate hydration. One person said, “My carers make my meals for me and they are always tasty; they make me what I like.“ Another person told us, “I am made drinks and the carers always leave me with a drink before they leave.“

Relatives confirmed staff respected their family members’ food choices and promoted good hydration. One relative told us, “The carers prepare ready meals in the microwave that [family member] likes, and she tells me they make her drinks. When I have visited, she always has water next to her.“

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Relatives told us new staff were introduced to their family members by staff who already knew their family members and their needs well. Relatives said this was helpful, as their family members did not have to explain to new staff how they preferred things to be done. One family member told us, “[Family member’s] regular carer is now covering another area but still accompanies new carers to introduce them to [family member].”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Relatives told us staff provided the care their family members needed to maintain good health. One relative said, “[Family member’s] skin integrity is good because the carers apply cream and check. When the district nurse has visited, she has had no concerns about the care [family member] is receiving.“ Another relative told us, “[Family member] has a catheter; they manage this well and keep the area clean.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Relatives told us staff monitored their family members’ health effectively, and highlighted any concerns they had. One relative said, “The carers keep me informed and alert me to any problems with [family member’s] health.” Another relative told us, “They keep an eye on her. They have got to know Mum well and do alert me if she is not herself.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff understood the importance of involving people in their care and gaining their consent on a day-to-day basis. A relative told us, “The carers are very good at involving [family member] and always ask first if it is okay to do something; it is a good relationship that they have developed.“