Castle Dene

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 were supported by staff who worked to achieve the best outcomes for them, working in partnership. The home worked to ensure everyone received information in the way they preferred, and alternatives were available. Barriers to communication were recorded and shared as required. Equality and diversity were considered, and the principles underpinned each policy and procedure within the home. Everybody’s views were sought and listened to in a formal and an informal way, for example. Opportunities for everyone to be included were varied and the home actively worked towards collaboration to ensure everyone’s voice was heard.

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.

People told us the care they received was person centred. Relatives said staff were considerate and attentive towards their loved one.

Staff told us they had enough information about people’s needs. Staff knew people well. Care was delivered in line with the care plans and people’s preferences. The registered manager understood the importance of ensuring documentation was centred around the person including everything important to them.

We observed many individual interactions with people and staff, offering choices and supporting preferences.

People told us they could access the care and support they required. This included seeing their or nurse. Relatives were confident in the staff and registered manager to access all the services their loved one required.

Staff told us they felt supported by professional’s advice and guidance, for example, with specific health needs, such as Diabetes.

Health and social care professionals were complimentary about working with staff, a particular strength was communication.

The providers electronic care planning system was used to ensure continuity with care records and interventions. Records showed input from a variety of health and social care professionals. Information was shared through handovers, meetings and communications between staff.

People and their relatives told us they were kept informed, and staff communicated in their preferred style.

Staff told us they knew how to communicate well with people, this included understanding people’s needs. They gave us examples of where they would adjust their communication style to meet the needs of people, including speaking in a certain tone or position to support hearing.

Information about how a person communicates was detailed in care and support plans. This information was highlighted where there was a problem identified need and shared between relevant health and social care professionals. We were assured this home met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand.

People told us they felt involved in the home, this included their relatives who told us they were always consulted with Everyone told us they felt comfortable speaking with the registered manager or any of the staff if they had a concerns or suggestions. People and their relatives knew how to make a formal complaint if they needed to, confident it would be taken seriously by the registered manager.

Staff working at Castle Dene told us they were visitors in people’s home, it was important to them for people to have the day they wanted. There were countless times where people were asked how they wanted to carry out a task, and check ins to see if people were happy. Choice for people was paramount and a core part of their daily life.

Systems were in place to ensure people could feedback on the care they received with ease. A formal complaints procedure was in operation and records showed concerns had been dealt with to the satisfaction of the complainant.

People told us they received care and support, which was accessible and considered their individual needs. People were comfortable and happy to be their authentic self.

Staff had received training in equality and diversity and told us they would care for someone regardless of their beliefs.

Health and social care professionals were assured every person had access to the best care possible. They were complimentary about the home and the opportunities people had.

Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing monitoring. At the centre of every process was consideration of equity, accessibility and safety.

People and their relatives were confident they were treated fairly, and their rights were respected.

Staff had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and monitoring meant staff were consistently reminded of their responsibilities to always ensure inclusivity. The registered manager and provider fully supported this approach within the home.

Policies and procedures underpinned working practices within the home, and this was supported by training and ongoing monitoring.

People and their relatives told us they felt like they were with ‘family’ at Castle Dene. People told us they were happy, worry-free and felt they could just live their best life.

The registered manager and staff supported people to live life the way they wanted and to do the things they enjoyed. Staff told us the importance of discussing final wishes and planning. The subject was confronted for those who wished to discuss; however, it was very much an individual decision for people.

End of life care planning and advanced decisions were considered. Communication and discussions with people and relatives meant plans were individual to them and were regularly reviewed and updated.