Sutherland 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 service involved people andtreated them with compassion, kindness, dignity and respect. At the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. 

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.

Staff were respectful in their interactions and demonstrated a caring approach that helped people feel valued and at ease. People were supported in a way that protected their privacy and dignity, including during personal care and when discussing sensitive matters. Relationships between staff and people were positive, and staff took time to communicate in a calm and reassuring manner so people felt listened to and respected. A person said, “You can’t fault the staff, as they are always so nice and kind.”

Staff treated people as individuals and made sure the care, support and treatment offered met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff valued everyone’s opinions. People’s individuality was respected, and staff encouraged choice in daily routines such as meals and activities. Relatives told us staff were approachable and responsive to concerns.

Staff promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to make day‑to‑day decisions about their lives, including how and when they received support. People were encouraged to do tasks for themselves where possible, with staff offering assistance only when needed. People were involved in decisions about their care and were given information in a way they could understand. Staff respected people’s wishes and supported them to do as much for themselves as they were able, promoting confidence and autonomy.

Staff 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. Staff were knowledgeable about each person and could describe their needs, including how any of their cultural needs were met. Changes in people’s needs were recognised and addressed without delay, helping to keep people safe and comfortable.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt supported in their roles and had access to supervision, training and opportunities to develop their skills. There was a positive team culture, and staff spoke about feeling listened to and supported by managers. This helped staff to feel confident in their roles and contributed to consistent, person‑centred care for people using the service. One staff member said, “This is the best care home I have worked at and gives more of a homely atmosphere and a relaxed environment, management are very supportive and show they care about the staff and residents. [The management team] have helped me a lot with my confidence since starting at Sutherland Court and support me to do my best, they are always there to answer any questions.”