Redcourt

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff were kind, caring and patient. For example, one staff member was observed to use an intensive interaction approach when communicating with one person. Intensive interaction involves mirroring a person's movements, sounds, and facial expressions to build connections. The member of staff showed genuine warmth when engaging with the person who responded positively.

Relatives told us staff were kind and caring. Feedback included, “They are all so caring, their attitude and professionalism.” And “I just think they genuinely care, they do have [person’s] best interests at heart.” And,“The staff are genuinely fond of [person].”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew people and their life histories well. Staff had built positive trusting relationships with people. This was reflected in the way support was provided, and people’s choices were respected.

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

People were supported to maintain their independence where possible. Care records reflected people’s strengths and where they may need further support. For example, when carrying out personal care, it was recorded how staff should prompt to ensure a person can do this themselves where appropriate.

A range of activities were available and reflected the interests and cultural needs of the people using the service, such as arts and crafts, football related events and karaoke. Relatives felt people had enough to do and told us about events the service organised. One relative shared, “There’s always something going on they have a summer fete coming up.” Additionally, people were supported to maintain relationships, access the community, attend groups and meet with friends.

The provider listened to and understood people’s needs, views and wishes. Because staff knew people well, they could anticipate and respond to people’s needs in the moment. Staff were observed to act promptly to minimise any discomfort, concern or distress. For example, during our inspection, staff were observed to quickly support a person who was unable to verbalise they needed support. They did so in a way that maintained the person’s dignity.

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

Staff confirmed they felt supported in their roles and fed back positively on the registered manager and their kind and compassionate approach. Feedback included, “I could go to any management over the years and they are very supportive, anything you need to flag they will do their best.”