Housing 21 - Fountain 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff went beyond meeting people's day-to-day care needs and invested time in understanding what brought meaning and fulfilment to their lives. For example, when a person spoke about a place that had played a significant role in their past, staff worked collaboratively to arrange a visit. The experience enabled the person to reconnect with cherished memories and aspects of their identity that were important to them.

Staff were able to explain how they maintained people's dignity and encouraged them to make their own choices throughout daily routines. They demonstrated kindness and compassion by taking time to understand people's individual wishes and what was important to them. For example, one person expressed a desire to update their wardrobe and feel more confident in their appearance. Staff supported them to go shopping, helping them explore different styles and make their own choices about clothing. This promoted the person's dignity and sense of identity, whilst ensuring they remained in control of decisions about their appearance.

Staff worked collaboratively with relatives and professionals to ensure care was coordinated and reflected people's individual needs and preferences.

Feedback about the caring nature of staff was overwhelmingly positive. A person told us, "The best thing about living here is the staff."

A professional also commented, “I have liaised with most of the staff there and have always found them to be courteous and supportive.”

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.

People received care from staff who had got to know them well. One person particularly valued having a bath as part of their routine and wellbeing. Staff recognised this preference was important to the person and that the allocated call time did not provide sufficient opportunity for this. Working with the person and the management team, arrangements were made for a longer visit, ensuring the person's care reflected their individual wishes and preferences.

Relatives told us staff treated their loved ones as individuals and gave them the time to ensure their voice was heard. A relatives told us, “They always take time to understand what [family member] wants.”

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

A person expressed a desire to learn how to cook and bake independently. Staff took the time to understand this aspiration and provided tailored support, guidance and encouragement to help the person develop their skills and confidence. This personalised approach enabled the person to pursue a goal that was important to them.

Care records included information about people’s interests and personal histories, which supported staff to deliver person-centred care. Professionals told us staff had a good understanding of people and were able to share relevant information when required.

One staff member said, “I feel like I am making a positive difference by working here and supporting people.”

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 and their relatives told us staff knew them incredibly well and were responsive to any changes in their presentation.

The provider monitored how quickly people received support when they requested assistance. Regular audits of call bell response times were undertaken to ensure people were not left waiting unnecessarily. This helped the provider identify any trends or delays and act where required to ensure people's needs would be responded to in a timely manner.

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

Staff said they felt supported and were happy working at the service. They received the necessary training and competencies to ensure they were confident in their roles.

The provider had an established staff recognition scheme, including an ‘Employee of the Month’ award. This promoted a positive culture and acknowledged good practice. People and relatives were encouraged to provide feedback about staff, ensuring contributions were recognised and staff felt valued and supported in their roles.