Deer Park Care Home

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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Two people told us they knew all about their care records and they were happy with them. Relatives told us that they had been involved in supporting their loved ones in care planning. People were provided with care and support which was personalised to their specific needs. People’s care plans reflected their individual needs and provided clear guidance for staff to follow to ensure person centred care was delivered. Care records were regularly reviewed and updated accordingly to reflect any changes. Staff knew people well and knew what people liked, their preferences and how best to meet individual choices and preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. We saw people living with dementia had memory boxes, which could be used by people, their relatives and staff to provide stimulation and interest. We observed that staff knew people well. People were able to go outside into the grounds and access the community. Staff and the management team told us how they worked in partnership with other professionals to ensure people received joined-up care. For example, input from a mental health Inreach team. Effective systems were in place to ensure the different professionals involved in people’s care worked together so people received continuity in their care and treatment. This was reflected in people’s care records.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records contained people’s individual communication styles and preferences, which were understood and applied by staff supporting them. Residents meetings were held which reflected what mattered to people and provided them with updates about the home. This included information to help people to stay safe and gave people the opportunity to ask any questions they wished about the running of the service. For example, residents meeting minutes were provided in large print when requested.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The complaints procedure was supplied to people using the service. Complaints were properly investigated and feedback provided to the complainant with appropriate action taken as necessary. For example, a relative complained about medication and nutrition not being adequately supplied. Action was taken. A meeting was held with the relative, discussing with staff about medicine administration, and a referral made for a mental health assessment. Regular staff supervisions and staff meetings were held. Staff told us during those meetings they could share any ideas, suggestions or concerns and said they felt listened to. Family, friends and carers experience surveys were sent out to obtain people’s opinions. Systems were in place to appropriately respond to any concerns raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service made sure that people could access the care, support and treatment they needed when they needed it. People had access to health and social care professionals such as GP’s and district nurses. Advocacy support was in place for people where needed. Referrals were made to external professionals when required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People’s protected characteristics under the Equality Act were identified and recorded. Care records reflected people’s abilities and what they were able to do for themselves. The provider had equality, diversity and human rights policies in place to protect people and staff against discrimination. Staff received equality and diversity training.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People, and those important to them, were supported where they wished, to identify their wishes for future care. End of life planning and advanced care planning was in place, and people's choices had been considered. These were recorded in their care and support records.