Delamere Lodge

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Our observations included the use of the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us. We observed positive interactions during our SOFI.

Healthwatch South Tees also reported in their most recent Enter and View report that Delamere Lodge gave ‘a general feeling of being in a settled and happy environment,’ with ‘evidence of consistent kindness and support from staff’ and a homely atmosphere. Healthwatch is the independent statutory champion for people who use health and social care services. It gathers people’s experiences, shares them with providers and the CQC.

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.

Several staff and relatives described staff knowing people well. One relative told us staff asked about their husband’s history repairing army vehicles to better understand him and “liked the way they are with him very much.” Staff also encouraged personal interests, such as football, music, and routine activities; one person said they enjoyed watching news and films and staff supported this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider took steps to encourage people to have choice over the activities offered within the home.

People were engaged in hobbies and interests to improve their wellbeing, and people gave us positive feedback. One person told us, “I like singing… I did sing at school,” while another said they enjoyed having their hair and nails done.

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.

Records showed personal care needs were met in line with care plans. At mealtimes we observed staff to be attentive and meeting people’s needs. When people asked for extra drinks, staff responded immediately.

Healthwatch feedback also highlighted examples of personalised reassurance and interaction, including staff using humour, distraction and companionable approaches with people who were confused or distressed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff generally felt valued, supported and proud of their work and there was s consistent culture of caring.

Staff said they could raise concerns and were listened to. Staff described positive morale, teamwork and supportive management. One staff member said the team was “fantastic… all flow together, very positive.”