Providence Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last inspection we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

People felt the care they received was person centred. People and relatives told us they could speak up. Most felt they would be listened to. Complaints were responded to, and meetings were held to share information and obtain views.

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.

People told us they received care and support in a way they liked. A person said, “I’m happy enough, got what I need, staff are nice, I think care is as I like it, not worried about anything.” A relative told us, “Although [person’s] capacity is very limited but in small ways I think they try to give them options.”

Staff told us the approach of the home was about putting people first. A staff member said, “Person centred care is our motto.” Another staff member said, “‘Rhythm of Life’ is Quantum Care’s own brand of person-centred care. Each resident is treated as an individual, with care plans tailored to their unique needs. The care plans are regularly updated from feedback and reviews that the home get from carers, families and other health professionals.”

Many interactions and support observed were positive. Staff were friendly, knew people well and were laughing and joking. People looked comfortable and had received care to be up and ready for how they wanted to spend their day.

There were times when this could be improved. For example, 2 carers were providing care to a person in bed and only speaking with each other, another carer pulled their hand away from a person, with limited verbal communication, who wanted to hold their hand while talking. We raised this with the management team who addressed this with the staff concerned.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives told us they could speak up. A person said, “I can speak up if I need to.” A relative said, “They ring to ask and inform us of changes.” Speaking of the previous manager who recently left the home, a relative said, “I've met them once. They keep us informed and I am confident to raise concerns.” People and relatives also said members of the management team spoke with them as they walked round the home, checking on how things were. However, some relatives who had contacted us felt complaints were not listened to or resolved.

Staff told us people and relatives were given opportunities to get involved and share their views. A staff member said, “Residents and their families are regularly asked for their views and feedback, through one-on-one conversations and survey questionnaires.”

There was a complaints and compliments process that captured people’s feedback. There was a record of complaints being responded to and resolved.

There were resident meetings held. There had been a ‘you said, we did’ board implemented to assist with sharing feedback and actions. There was a relative meeting planned for March 2025. There were also surveys planned for this year with a local care provider’s agency.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.