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

Staff were observed to be friendly, cooperative and placed people at the centre of their approach. People told us they felt comfortable raising concerns and trusted staff to resolve them. Observations confirmed staff supported people discreetly and respectfully during personal care and mealtimes, maintaining dignity throughout.

Staff 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 always supported people as individuals and considered their preferences in day-to-day care. Care plans contained person-centred information, and staff demonstrated knowledge of people’s routines and likes. For example, people were offered choices about meals and activities, and staff adapted support to individual needs, such as using clothing protectors only when requested. Relatives told us staff involved them in decisions and respected family input.

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

Staff always promoted independence, choice and control for people living at the service. People were encouraged to make decisions about their daily routines, such as where to sit for meals and whether to participate in activities. Staff supported people to maintain independence with mobility and personal care where possible. During observations, people were offered alternatives to menu choices and drinks of their preference.

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 always responded promptly to people’s immediate needs. People told us they did not have to wait long for assistance, and staff were observed responding quickly and calmly during mealtime and personal care routines. Complaints were handled appropriately, and people expressed confidence that concerns would be resolved. Staff demonstrated awareness of individual health needs, such as diabetes and choking risks, and worked with professionals when required.

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

The acting manager supported workforce wellbeing and enabled staff to deliver compassionate care. Staff spoke positively about teamwork and valued the acting manager and deputy manager, describing them as supportive and approachable. Training compliance was high, and staff had completed courses relevant to their roles. Staff felt dissatisfied they were expected to complete training in their own time and without pay. The provider agreed to review incentives for staff around access to training. Despite these concerns, staff morale remained strong, and their commitment to people’s care was evident throughout the inspection.