Lord Hardy 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 kind, caring and delivered care and support with kindness and compassion. Staff knew people well and supported them in a caring and dignified way. People were offered time and patience when staff carried out tasks. One person said, “I get on with all the staff. They will do anything for you.” A family member said, “They [staff] are brilliant, nothing is too much trouble, they interact with residents; it’s lovely. [Family member] is smart and the hairdresser has been.”

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 were treated as individuals, and their care plans were person-centred and included people's likes and dislikes. Staff knew people well and respected people’s views and opinions. People had access to social stimulation and were supported to engage in activities that suited their interests. One relative said, “They [staff] are very personable, lovely, I can’t fault any one of them. Nothing seems too much trouble. It feels like I’m in a hotel. I have a shower when I want one.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff and leaders supported people to maintain choice and control over their own lives. People were supported to be involved in planning their care and support and care plans were focused on individual preferences.

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's needs were responded to in the moment, and people were not left in distress. Staff responded to people in a calm and understanding way which helped defuse situations. Staff remained calm, kind and responded to people positively and gently.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Where possible, leaders offered flexible working for staff, and reasonable adjustments were considered. Staff felt supported and able to progress within the organisation if they desired to.