Kerwin 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The staff team was multicultural, and staff explained that this brought their strengths together alongside the shared values of the provider. These being ‘We are resourceful, We are connected, We have heart, We are courageous, and We are agile’. From our observations, these values were clearly displayed to staff and the people they were supporting. One staff member told us, “For me it's about making a difference the most I can in my role, doing activities and seeing a smile on people’s faces.” One person told us, “Staff are wonderful, really good."

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 including protected characteristics.

People consistently told us their care reflected their needs and had their preferences accounted for with a focus on their strengths. One person said, “They are helping me with memory I’m working with the Principle Clinical Neuro Psychologist doing testing, lovely to talk to and nothing is too much trouble.” One staff member said when talking about a person with religious dietary needs, “The kitchen took their needs into account, and they were supported to attend religious service.” Another staff member said, “I know the assessments we do address people’s preferences for example, food preferences.” Care plans contained details of people’s preferences around activities, communication, goals and what was important to them.

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

People told us that staff offered them choice around their care and support. One person said, “Sometimes the staff does my washing and sometimes I do, they do care, it’s excellent.” One staff member said, “I helped a person with bathing. I spoke with them and asked what they want support with, and they asked to dry their feet, if I noticed an area wasn’t fully dry, I prompted them first. We have care plans to follow but if the person can communicate and has capacity it’s best to check with them directly and seek consent.” During the inspection we observed interactions between staff and people engaging in activities including a person being supported to play basketball in a natural friendly positive manner.

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 received regular reviews of their care and support needs and discussed goals and progress as they changed. These changes were reflected in care plans for staff to follow. One staff member explained, “We use a system for observations but one person with low blood pressure the system will say they need 4-hour observations as standard, but this is her base line and that would be intrusive, so we adjust the observation frequency to suit her needs.” One person told us, “I have my needs met.” One relative said when describing the service, “It’s calm, therapeutic and specific to my loved ones needs, I will be forever grateful to the staff at Kerwin Court for making such a huge difference to my loved one’s quality of life in the short time they have been there.”

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

Staff had access to support with details of how to access this provision available in the staff room, and other discrete places, as the provider acknowledged that staff may want to maintain their privacy when reaching out for support. A staff room was available with facilities to make drinks which was spacious and clean. The provider had a mental health first aider scheme in place and understood the importance of supporting their staff. A staff member said, “We have an on-call number we can use if there is an emergency.”