King Charles 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.
People and relatives told us how caring the staff were. Comments included, “Staff always smile, they are happy, they do so much for me, they are fabulous” and “I am looked after by patient and kind staff who genuinely care.”

There was a culture of kindness and respect, and this was reflected in staff behaviours. Throughout both visits we saw all staff, including maintenance, kitchen and domestic staff, greeting people warmly and with good humour. We observed staff linking arms and holding hands with people as they supported them around the service. One person held their hand out to hold the registered manager hand, the person then kissed the registered mangers hand, and they exchanged kind remarks to each other. It was later explained the person decides when they want this physical contact with staff and they gain comfort from this action.

Staff spoke in a caring manner about the people they support. Comments included, “We love our residents and families” and “We enjoy coming to work, it’s not really work when we enjoy it so much.”

Professionals were complimentary of the kindness with which staff supported people. Comments included, “Staff are very friendly. I always enjoy coming here. Staff know the residents. The care is lovely.”

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.

Care plans contained detailed information about people’s interests, preferences and backgrounds. This can help staff get to know people as individuals and see beyond their health needs. Staff talked about people’s differences and were aware of people’s hobbies and interests.

Peoples’ cultural needs were respected, when people followed a specific religion arrangements were made to support them to follow their faith.

The importance of meaningful activities was recognised and valued in the service. The activity co-ordinator had spent time with each person discussing their hobbies and interests. Activities were designed so people could continue with their hobbies, for example gardening, a particular club magazine was sourced and a group of people played chequers every evening. The activity coordinator told us, “We do a daily quiz and a weekly one - it can be competitive and we have a league table for people and their families to see who gets the most points - they love it.”. The activity coordinator held individual sessions with people, especially those who wanted to remain in their rooms so that isolation was reduced.

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 encouraged be as independent as possible and staff respected people’s knowledge and skills. People chose when to get up, when to go to bed and how and where to spend their time. Staff involved people effectively in decision making around proposed activities and respected people’s 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 that call bells were answered quickly. There were enough staff to help ensure people’s needs were met in the moment. Staff were attentive and people were confident when requesting support or assistance. Staff knew people exceptionally well and responded promptly to their requests.

People had easy access to drinks which were regularly refreshed.

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

Staff told us they were well supported and managers were flexible and caring when staff had health or issues outside of work which impacted on their ability to work as planned. A staff member told us, “I thought my career had ended. The registered manager put adjustments in place so I can do my job. They are supportive”.
The registered manager spoke highly of the staff team who they clearly valued.
Training and development opportunities were available. As well as mandatory training, staff were encouraged to develop professionally.