Deep Heart Care Wiltshire

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service since it registered on 6 October 2023. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff were respectful and caring, whilst some people shared feedback about language barriers, overall people found ways to communicate. One person said, “I am extremely happy with what the carers do, they try to give me regular carers. I do have a bit of a problem understanding what some of the carers say, but we muddle through with humour.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. This was because information about people’s needs, preferences and backgrounds had not always been obtained. For example, one person had specific communication needs, but they did not have a communication care plan. This meant staff lacked details on how this person preferred to communicate.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff shared ways in which they promoted people’s independence. Staff encouraged people to do as much for themselves as possible. For example, staff supported a person who needed to complete exercise to maintain their mobility. We were told they completed the exercises with the person and encouraged them to safely reach for items themselves.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives told us staff responded to people’s discomfort appropriately. One relative shared feedback about an incident of distress involving a person with dementia. The relative told us staff reacted promptly and confidently which gave them assurance about the member of staffs competence.

The provider cared about and promoted the wellbeing of their staff. Staff enjoyed their work and felt supported by the provider. Comments from the staff included, “I do enjoy it, I look forward to seeing different people. They get to be a part of your life, and you get to be a part of their life” and “I enjoy the work, I like taking care of people.” Staff felt able to share any personal issues they had with the registered manager so that support could be provided. Some staff had been provided with a company car to help them travel for their visits.