Shaftesbury New Court Place

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 the last inspection we rated this key question as good. At this inspection this key question has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 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 their relatives told us staff were very kind and caring. A person said, “They (staff) are friendly and kind.” A relative said, “The staff do an amazing job.”

Staff were kind and friendly when interacting with people. Staff were respectful when assisting people.

Staff knew how to promote people’s dignity. A staff member told us, “Dignity and privacy are promoted by respecting people's preferences, providing personal care in private, maintaining confidentiality and supporting individual choice.”

We noted several rooms had continence products on display. Consideration, and consultation with people, was needed to see if this was how people wanted these stored and if it promoted dignity and privacy. Following our feedback alternative storage arrangements were made.

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. However further work was needed to ensure care plans captured all that was important.

People and their relatives told us they felt they were supported in a way they liked. A relative said, “I think that there are a number of staff who know my [person] well and are good at working with [person] to help them make decisions about their care.”

Staff were able to tell us about people’s individual needs and preferences.

Care plans were detailed and gave information about people’s needs, preferences and lifestyles. These were updated with changes and reflected people’s involvement. However further work was in progress to capture people’s cultural and religious needs, so this was not yet in place for everyone.

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

People, and their relatives, said they were supported in relation to independence and choice.

Staff felt people were supported to maintain independence choice and control. A staff member said, “I am aware of the Right Support, Right Care, Right Culture principles and understand the importance of person-centred support that promotes independence, respect and inclusion.”

We saw people had their own routines and preferences and staff followed their wishes. For example, eating in their room or when they wanted to get up.

The team had been supporting people to be assessed for the appropriate wheelchair. This was to help people to regain independence in moving around. The team did this by advocating for them, removing barriers and providing support to learn to use the wheelchair. This has been a benefit to people’s wellbeing as they have been able to take control of their day. The registered manager stated, for the people they advocated for, ‘Powered mobility is about much more than equipment; it provides freedom, independence, choice, control and social connection.’

A health professional told us, “We have observed the care home staff have always shown that they always put the resident’s needs and wishes forefront in any interaction or decision made.”

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.

Most people said their needs were met when needed. Sometimes they said it could be delayed. A person said, “We’re short today because someone is in hospital.” They told us how this would change their routine for the day. Relatives were positive about staff approach and how supported people to meet their needs. A relative said, “When we visit if extra staff are needed, for example lifting in and out of their wheelchair, they are always called on and appear.”

The management team had systems in place which enabled them to have oversight of all records of care provided to ensure each person received the care they needed, when they needed it.

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

Most staff said they felt supported by the management team.

Staff received regular supervision and training. Updates and information, including upcoming training, were displayed on the staff notice board.

There was support available for staff to promote their wellbeing and other areas of their lives this may be needed, such as mental health and health needs. Staff were encouraged to speak with the management team and with information about where they could access additional support shared at meetings. Information about how staff could access support systems were displayed in the home.