Dover House

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

We found people were treated with kindness and compassion. Staff always maintained people’s dignity including when people were in communal areas.

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.

People told is staff were kind and caring. Feedback about the staff included, “I find they are wonderful, very kind”, “They are always cheerful and willing to help, they make my family feel very welcome when they visit, I can even have the dogs here for a visit.” And “Nothing is a bother they always come in with a smile and are polite and kind”. Relatives were also positive about the staff. One relative said, “The whole family is made to feel welcome. It’s great.”

Staff spoke about people in a kind and respectful way. They demonstrated empathy for people when people were distressed. Staff provided people with comfort, reassurance and encouragement. Staff worked to build trust with people. Staff understood the importance of maintaining people’s dignity and privacy. For example, staff ensured doors and curtains were closed when personal care was being provided. The registered manager undertook spot checks to oversee staff practice and ensure people were being provided with the right care. If they identified areas for improvement, they acted to improve these.

Concerns had been raised by some health and social care professionals about the service prior to the assessment. However, other health and care professionals advised us the service had made improvements.

Staff promoted people’s dignity. For example, they knocked on people’s doors before entering, introduced themselves with a greeting and their name, and asked for consent before providing support. Staff were kind and caring. Staff spoke kindly with people and were visible throughout the assessment visit. They spent time encouraging people to interact, they played games with people and spent time chatting with them. If people were upset or confused staff responded with compassion and offered reassurance.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.