Estervin Court Residential Care Home

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.

This is the first assessment for this newly registered service. This key question has been rated requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. Staff did not always treat colleagues from other organisations with kindness and respect.

Systems to assess, monitor and mitigate risks to people, including environmental risks, and care planning, were not always robust and did not always demonstrate a caring approach.

The provider did not always respect people’s privacy and confidentiality. We saw staff knocked on people’s doors and waited to be told it was okay to enter a person’s room and closed the door after they entered. However, we also observed staff members speaking with people in a public area when a more private area would have been more suitable to protect their privacy.

We observed staff had a good understanding of each person in the service, and how to speak to people in a way they wanted to be spoken with. People all responded well to the staff and were engaging in the conversations with staff.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Where it had been identified that a person required a specific diet due to a persons cultural needs this was documented in their care records. However we found that the food being given was not in line with their care plan and was not suitable for their needs.

Some people had decorated their own rooms deciding on their own décor.

People were encouraged to set targets for them to work toward. Each person was assigned a key worker who would spend time working with the person to support them in trying to achieve their aspirations.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

The provider did not always include details about people's wishes in care plans although this was recorded in their initial assessment. The provider did not always document people’s interests, hobbies or important relationships. This could affect people’s happiness and sense of inclusion.

We saw care plans that restricted people’s choice, control and independence, without best interests meetings being carried out. For example, limiting the number of cigarettes each resident has, how they can access them, and the times they can be accessed.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff were quick in attending to people’s needs as they became apparent. Staff regularly spoke with people to make sure they were content. The people we spoke with said if they needed, staff would complete the request straight away or make the person aware of when it would be completed.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

The provider did not always complete supervisions or appraisals, as a result staff did not always have the opportunity to formally feedback concerns.

The staff we spoke to advised they had not received a staff handbook and did not know there was one. However, they were aware of their break entitlement and the number of annual leave days they were entitled.

The provider ensured a team leader was always on shift with an enough staff to carry out the tasks for the shift. The staff we spoke to said they enjoyed working at the service and the management were very supportive. One member of staff said they were new to care when they arrived, and they had been supported to progress in their role.