Delore Care East Sussex

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

People and their relatives told us staff were kind and caring. Staff encouraged and supported people to be independent and do things for themselves, whenever possible. Staff involved people in their care and supported them in line with their wishes.

This service scored 30 (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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People spoke positively of the care and support provided by staff. Comments included, “The two carers I have are kind and listen to me” and “Staff encourage me to do what I can for myself but will help out if it is too difficult”. A relative told us, “[Staff] offer choices with food and what clothes [person] wants to wear”. People told us they were treated with kindness. A relative told us, “They are kind.” A person told us, “The carers make me laugh and treat me with kindness and compassion. It was difficult at first to have strangers coming in, but I have got used to it. I have two new carers, but they have really fitted in. They say hello and introduce themselves. We are very pleased that they come.”

Staff understood the importance of providing care which promoted people's independence, choice and control. A staff member told us, “[Person] likes her bed a particular way. I have learnt to do it the way she likes.” Another staff member told us, “I offer choice all the time, I ask how they like things.” Staff told us they enjoyed getting to know people and had been able to support people to remain independent. Comments included, “Whatever happens I make sure I wear a bright smile, make eye contact and make [people] feel comfortable.”, “I know people well. I like to talk to them” and “I sit with [person] and go through gardening magazine with her. She used to be a gardener. She likes companionship.”

Systems and processes were in place to ensure that care plans contained information about people’s needs and preferences to enable staff to provide appropriate care. Staff completed daily notes. However, there was a lack of consistency in the level of detail of daily notes. This was fed back to the provider who told us this was an issue they were addressing with training scheduled to take place for all staff.

People told us staff responded to their needs. Comments included, “[Staff] are very responsive to how I am feeling. If I am having a bad day they know and will always talk to me and make me smile”, “I asked for a later breakfast call, and they come when I want them to” and “Yes, I think they understand my needs very well, they know what I like and how I like it done.”

The provider had arrangements to ensure that staff were made aware when people's needs had changed. Staff supported people with making referrals to other services if this was required or requested. A staff member told us, we get updates on our phones if there are any changes we need to know about.”

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.