Dean Road Extra Care Scheme

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This is the first inspection of this newly registered service and therefore we assessed all 6 quality statements from this key question. Based on the findings of this assessment, our rating for this key question is good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were supported to have choice and control and made decisions about how their support was provided. They were encouraged and supported by staff to do as much as they could for themselves to maintain their independence. People were supported to understand their rights and how the service would make sure these were respected.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People spoke positively about the care and support they or their family members received at this extra care service. A person told us, “All the staff are absolutely marvellous.” Another person added, “I do like living here, mainly because the staff are so lovely. Staff always ring my front door bell and always wait for me to invite them into my flat.” Several people also told us they had been given front door keys to their flat. People looked at ease and comfortable in the presence of staff. Staff interaction with people was characterised by warmth and kindness. We observed staff frequently sit and chat with people relaxing in the communal areas.

Staff spoke about people in a respectful and positive manner. A member of staff told us, “I always ring a person’s front door bell and would never enter anyone’s flat without first getting their permission to do so.”

Feedback from partners was consistently positive about the standard of care provided by staff working at this extra care scheme. Partner agencies had no concerns about how staff treated people living in this extra care service and said they always treated their clients with kindness and compassion. An external health care professional told us, “From our perspective we find the staff who work there to be kind, friendly, courteous and provide good care for the residents.” Another said, “On our regular visits (fortnightly plus as required) we have no concerns about safeguarding or resident care, and we are always welcomed and supported to provide the medical attention our patients need.”

People told us staff treated them as individuals and were familiar with their personal care needs, preferences and daily routines. A person said, “Staff always call me by the name I prefer to be called by.” We observed staff provide people with the care and support they needed according to their individually assessed needs and wishes.

Staff understood people’s needs and wishes and treated them as individuals. For example, staff demonstrated a good understanding of what people they supported to get dressed and liked to wear.

The provider had policies that put people at the centre of their care and treated them as individuals. People’s care plans were up to date, personalised and contained detailed information about their unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes.

People told us they were satisfied with the informed choices they could make about how they lived their lives. A person told us, “The staff help me to prepare my meals, but I choose what I actually eat.” Another person added, “I can choose what I eat and wear every day. I go out when I want with my friend on the bus and basically live my life as I choose.” People also said staff supported them to do as much for themselves as they were willing and capable of doing so safely. A person said, “I heat up my own meals in my flat which I have delivered. I can also go off to the local shops whenever I like.” Another person added, “They [staff] allow me to do what I can for myself. For example, staff help me prepare my meals, but know I like to eat on my own and don’t need any assistance to eat or drink. I also have my own front door key to my flat.” We observed staff respect people’s right to make informed choices. We also saw staff supported people to maintain their independent living skills. For example, people who were willing and capable of safely heating up readymade meals that were delivered to their flats were encouraged to do so. A person told us staff would go food shopping for them to buy the ingredients they needed to prepare their own meals at home in their flat.

The managers and staff understood people they supported should be able to make informed choices about how they lived their lives and decide what care staff provided them. A member of staff told us, “We always offer a choice of meal for people we prepare their meals for them.” Staff told us people’s care records gave them a good overview of peoples individualised care and support needs. This included information about people’s differing dependency levels, which made it clear to what people were willing and capable to doing safely for themselves, and what tasks they would need additional staff support with.

Care and support records contained information about people’s needs and preferences including their communication needs. This gave staff the guidance needed to promote independence for each individual person and give them the right level of support.

People told us staff helped them access external health care services and support when they needed it, they remained comfortable and calm. An external health care professionals told us, “They [The provider] contacts us appropriately when they have health concerns about anyone they support and work well with our staff. On our regular visits (fortnightly plus as required) we have no concerns about safeguarding or residents care, and we are always welcomed and supported to provide the medical attention our patients need.”

Staff demonstrated good awareness of peoples personal, health and social care conditions and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically.

Staff told us the managers helped them to feel happy and safe at work. A member of staff said, “This is a very good place to work. I am very happy working here.” Staff also told us they felt this extra care scheme was well-managed and they received all the support they needed from their line managers. The managers confirmed they spent time with staff discussing their conduct in the workplace.

Managers routinely used team meetings to remind staff about the provider’s underlying core values and principles.