Deer Park View Care Centre

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• 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

The service was responsive, providing person-centred care tailored to individual needs and preferences. People and their families appreciated the personalised care plans and the variety of engaging activities, which reflected cultural and personal interests. Effective communication between staff and external professionals ensured timely referrals and continuity of care. Feedback from people and families demonstrated satisfaction with the support provided, including regular updates and inclusive approaches to care.

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 reported receiving personalised care tailored to their preferences and routines. Care plans were developed to reflect individual choices, such as dietary preferences and activity participation. Feedback from people highlighted their satisfaction with the efforts made to incorporate their preferences into daily care.

Staff described a clear focus on person-centred care. They provided innovative activities, such as visits from a therapy dog, a mini farm brought to the home, and engagement with local schools to provide intergenerational experiences. These activities significantly enhanced people’s sense of connection and enjoyment.

Observations during the inspection confirmed that people’s preferences were central to care delivery. Staff demonstrated respectful and attentive interactions. During a carol service, the local vicar led the event, joined by a family member of a resident, creating a meaningful and inclusive atmosphere. Tailored approaches, such as using pictorial menus and culturally relevant activities, further highlighted the personalised care provided.

People expressed confidence in the seamless handovers between shifts, ensuring their care needs were consistently met. They described how they were supported with mobility concerns and timely interventions, such as referrals to occupational therapists and speech and language therapists.

Staff described robust assessment processes when people were admitted to the service from hospitals. These included evaluations for speech and language therapy (SALT), skin integrity assessments, and referrals to the GP or TVNs where necessary, ensuring timely interventions for people.

Staff emphasised the importance of effective communication during handovers. Nurses played a hands-on role in supporting care staff and ensuring people’s needs were addressed. Staff collaboration was evident in coordinating care for people requiring additional support from external professionals.

Healthcare professionals we spoke with commended the service for its collaborative approach to meeting people’s needs. They described effective communication from the staff team, particularly during admissions and transitions. One partner said, “The team ensures all relevant details are shared with us promptly, enabling us to provide timely input.” Another professional highlighted the service’s focus on continuity, saying, “They make referrals quickly, and their staff follow through on our recommendations, which results in better outcomes for the people they support.”

The service had robust systems in place to ensure seamless care provision and integration with external professionals. New admissions were supported through thorough assessments that included input from relevant health and social care professionals. Care plans and records were updated regularly to reflect changes in people’s needs, ensuring accurate and effective care delivery. Structured handovers and detailed communication logs ensured continuity of care between shifts. The provider also made timely referrals to specialists, such as occupational therapists and tissue viability nurses, and implemented their advice promptly. These processes ensured people received coordinated and uninterrupted support tailored to their needs.

People and their families appreciated the efforts made to keep them informed. Families reported receiving regular updates and information on their loved ones’ care. However, some families noted that communication could be further tailored to individual preferences.

Staff described processes for ensuring timely communication with families, including direct updates from nurses and managers. They acknowledged the importance of providing information in accessible formats, such as care summaries.

The service had clear systems in place to ensure people and their families were kept informed about care and support. Staff provided regular updates through scheduled meetings, phone calls, and written care summaries. Accessible communication tools, such as pictorial guides were available to ensure information was tailored to individuals’ needs. Families were encouraged to participate in care reviews and were provided with details of any changes to care plans. The provider also maintained an open-door policy, allowing relatives to speak directly with managers to address concerns or seek clarification.

People shared that they felt listened to and involved in decisions about their care and support. One person said, “Staff always ask for my opinion and check if I’m happy with how things are going.” Relatives also commented positively, with one saying, “The team ensures we’re included in reviews and updates, which makes us feel part of the process.” People appreciated the efforts made to incorporate their preferences and said they felt valued and respected.

Staff and leaders emphasised the importance of involving people in their care. They told us they regularly sought feedback through informal conversations, surveys, and scheduled care reviews. A staff member explained, “We make it a priority to sit down with people and their families to discuss their needs and make changes if necessary.” Leaders also highlighted their commitment to fostering open communication, ensuring people felt empowered to share their views.

The service had structured processes for gathering feedback and involving people in their care. This included regular care plan reviews, where people and their families were invited to contribute and discuss any adjustments needed. Feedback was also sought through satisfaction surveys and suggestion forms, which were reviewed by the management team. The provider used this input to make improvements and adapt care to better meet people’s needs. Records showed that people’s preferences and feedback were documented and acted upon promptly.

People expressed confidence in accessing additional support services. The home participated in a scheme with other care homes to gain additional support with palliative care. A care home support line offered by the Tissue Viability Nurse (TVN) further enhanced equity in access for people.

People participated in culturally inclusive activities, such as weekly music therapy and local church services. Feedback included statements such as, “Activities are changing, and it is getting better. They are doing a good job now.” Care plans incorporated cultural and dietary preferences to ensure equitable access to services.

Staff described how preadmission assessments captured specific preferences, such as religious practices and dietary requirements. They ensured people’s access to culturally appropriate activities through partnerships with local organisations.

Healthcare professionals and external partners commended the service for ensuring equitable access to care and support. They highlighted the service’s efforts to accommodate people’s cultural, dietary, and religious needs. One partner said, “The team is proactive in making sure people have access to culturally appropriate activities and services, which helps them feel included and valued.” Another professional noted the service’s responsiveness to specialist referrals, stating, “They ensure everyone, regardless of their needs or background, receives the right support promptly.”

The service had robust systems to promote equity in access for all people using the service. Pre-admission assessments captured individual needs, including cultural, dietary, and religious preferences, ensuring these were integrated into care plans. The provider partnered with local organisations, such as faith groups and community services, to ensure people had access to inclusive activities and support. Where specific needs were identified, referrals to appropriate healthcare professionals were made in a timely manner. Staff received training on equality and diversity, enabling them to deliver personalised care that respected people’s individual circumstances and protected characteristics.

People shared positive feedback about how the service provided equitable care that respected their individuality. One person said, “They always take my cultural needs into account, and I feel like they really listen to me.” Another person noted, “Everyone is treated fairly, and they make sure my preferences are respected, from the food I eat to the activities I enjoy.” People also highlighted that the service made an effort to ensure everyone had access to opportunities that enhanced their quality of life.

Staff and leaders explained how they prioritised equity in the delivery of care. They told us they worked to ensure that all people, regardless of their background or circumstances, had equal access to personalised care and support. A staff member said, “We’re trained to recognise and respect individual differences, and we adapt our care accordingly.” Leaders described how they monitored outcomes for people to ensure that no one was disadvantaged or excluded from opportunities.

The service implemented clear processes to promote equity in people’s experiences and outcomes. Pre-admission assessments captured people’s individual needs and preferences, including cultural, religious, and dietary requirements, which were integrated into care plans. Staff received training in equality, diversity, and inclusion to ensure they provided care that was fair and non-discriminatory. The provider monitored outcomes for people through regular reviews and audits, identifying and addressing any disparities in the quality of care. Partnerships with local organisations, such as community centres and advocacy groups, supported the inclusion of people from diverse backgrounds in meaningful activities and services.

People expressed confidence in the service’s planning processes, noting that staff discussed their long-term preferences and future care needs.

Staff described using advanced care plans and regular keyworker meetings to review residents’ needs. Strategies were in place to adapt to changing demands, including collaboration with commissioning bodies.

The service had robust processes in place to support people in planning for their future care and preferences. Advanced care plans were developed in collaboration with people, their families, and relevant professionals to ensure that individual needs and wishes were documented and understood. These plans were regularly reviewed to reflect any changes in circumstances or preferences. Staff held keyworker meetings to discuss people’s evolving needs, and records showed that future care preferences, such as end-of-life care and long-term goals, were incorporated into care planning. The service worked closely with commissioning bodies and healthcare professionals to adapt to people’s changing requirements and ensure continuity of care.