Delore Care East Sussex

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People and relatives told us they received personalised care, and the service was responsive to their needs. There was an equality and diversity policy in place which ensured people’s individual differences were respected and promoted. Staff were aware of people’s preferences and ensured people received fair and equal access to care. Systems and procedures were in place to record, review and analyse complaints.

This service scored 21 (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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they felt listened to by staff and managers. Comments included, “I definitely feel they listen to me. We always have a nice chat, and they ask me questions about myself”, “I have spoken to one of the managers a few times when I wanted to change the times carers came. The [manager] sorted this for me” and “If I had a problem, I know who to talk to, but I have never had a problem. I do feel listened to by the staff and always spoken to lovely people when I have had to call the office.” However, another person told us, “Yes. I asked for a schedule, was shouted and told they don’t give them out”. This was feedback to the provider to address.

Staff had a good understanding of the complaints procedure. A staff member told us, “I would help somebody to make a complaint if I needed to, even if it was about us.” The provider sought people’s feedback through conversations at spot checks and reviews, welfare calls, and surveys. Feedback was given to people following a survey to acknowledge concerns raised and what steps the provider was taking to address these.

The provider sought people’s feedback through conversations at spot checks and reviews, welfare calls, and surveys. Feedback was given to people following a survey to acknowledge concerns raised and what steps the provider was taking to address these.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us that staff provided them with any support they required in line with their wishes and preferences. A person told us, “The staff listen to me, they are very obliging, they support me and do as I ask.” A relative told us, “My family member does what she wants to when the care workers are with her.”

Staff completed relevant training to ensure people were treated equally, fairly and free from discrimination. Staff were respectful of people’s individual differences and provided support in line with their wishes and preferences. A staff member told us “I understand what is important to [people] by talking to them."

An equality and diversity policy was in place. The policy recognised different cultural groups and how to support people’s specific cultural needs. This included information on food customs, how to support personal care and customs. A complaints process was in place, and we saw any concerns raised were dealt with in a timely manner. The management team reviewed the complaints received to ensure action was taken to address the concern and to identify trends. Regular surveys were completed, and we were shown the results of a recent survey. Feedback gathered from surveys was reviewed and analysed. The provider acted on feedback received to address people and their relatives’ concerns.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.