Hayes Court

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.This meant people were supported and treated with dignity and respect; and involved as partners in their 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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People consistently told us staff were caring, gentle and considerate, and staff interactions observed during the visit were warm and respectful. One person said, “They are amazing, nothing is too much trouble,” and a relative told us, “They really are so helpful and caring.”

During observations in communal areas, people were clean, well dressed and appeared comfortable. Staff responded sensitively when people appeared uncomfortable, offering reassurance, drinks and support in a calm and caring manner. People and relatives consistently told us their privacy and dignity were respected. One person said, “Yes, they see that we have got our clothes on right and that people can be helped quietly,” and another relative told us, “[My family member] is never belittled.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated a strong understanding of people’s lives, interests and backgrounds, and used this knowledge to build meaningful relationships. Staff spoke with pride about knowing people well and supporting what mattered to them. A nurse described using reminiscence, conversation and shared interests to support people’s emotional wellbeing and sense of identity.

Care records we reviewed included information about people’s life histories, personal preferences and information about their religious and cultural needs. For example, staff supported people to practise their faith, access religious services, and maintain cultural connections, including matching people with staff who spoke their first language.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

People told us they were encouraged to make everyday choices about their care, routines, food and activities. One person said, “They make sure that I make every effort to help myself; they are very encouraging.”

Staff supported people to remain as independent as possible, including encouraging mobility, and allowing people time to do things for themselves. Relatives told us staff encouraged independence while ensuring people were safe, with one relative saying staff “help [their family member] walk a little and encourage them to make choices.”

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 told us they could get help when they needed it and that staff responded promptly. One person said, “All I have to do is use my buzzer and they will come pretty quickly,” and a relative told us, “[Their family member] never has to wait long.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff consistently told us they felt supported, valued and part of a cohesive team. One care worker told us, “I am happy. It is a happy job. I would suggest it to other people,” and another said, “Teamwork is good. We are happy.” Leaders demonstrated awareness of staff wellbeing, including supporting flexible leave arrangements, religious observance and development opportunities.