St Bartholomews Court Nursing Home

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 the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There was an exceptionally strong culture of kindness, compassion and respect. People and family members consistently described warm, trusting and meaningful relationships with staff. People told us, “Couldn’t fault anybody,” “Nothing is too much for them here” and “They are all so brilliant and caring.” One person said, “I feel very safe here and all staff treat me with total respect.”

Family members described staff as ‘going above and beyond’ and spoke about the positive impact compassionate care had on people’s wellbeing. One relative told us, “I feel so lucky [relative] is here, they [staff] are all so kind and caring, not just care staff, every single person that works here.” Another described how their relative’s health had significantly improved since moving to the service. Staff took time to understand people’s emotional needs. For example, one relative described how consistent reassurance had considerably reduced their relative’s anxiety at night.

Our observations consistently reflected this exceptional feedback. Staff took time to talk with people, listened attentively and provided reassurance and comfort when needed. We observed a staff member remain with a person who was upset until they were settled. Staff warmly welcomed a person who had recently moved in and their family, and when another person returned from a hospital appointment, staff immediately greeted them, checked their wellbeing and offered them a hot drink. A relative told us staff were, “Always popping their head in and checking on [relative].”

Staff consistently protected people’s privacy and dignity. They knocked and waited before entering bedrooms, used people’s preferred names and spoke to and about people respectfully. Care records were written respectfully and demonstrated detailed knowledge of people’s individual preferences, routines, relationships and emotional needs. Guidance described how people preferred to be comforted and reassured, including through handholding, calm communication, familiar routines and quiet environments. Where people declined support, staff were guided to respect this, give people time and return later.

Staff paid close attention to the small things that mattered to people and helped them feel valued. Family members commented positively on the care taken with people’s clothing, belongings and personal environment. They described feeling consistently welcomed and included, with staff offering refreshments when they visited. The service had received many thank-you cards from family members praising the kindness, compassion and respect shown by managers and staff.

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.

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

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.