Forrester 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.

People and their representatives told us staff always treated them with kindness and respect. People using the service commented, “They are really helpful and polite” and, “They are kind, caring and definitely respectful.” People’s representatives told us, “The staff are faultless. They are respectful and considerate to both of us” and, “They couldn't be kinder to [Name]. They [staff] are all really nice.”

The atmosphere throughout the whole service was cheerful, relaxed and supportive. Staff interacted with people in a kind, respectful and caring manner. Care plans were detailed and clearly written. The language used to describe people’s care was respectful.

Staff told us they respected people’s dignity when they supported them with personal care. Staff, people living in the home and their representatives all confirmed that staff knocked on doors before entering and made sure curtains and doors were closed before carrying out any personal care.

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.

Staff had completed training about equality and diversity and we saw they consistently treated people living in the home, visitors and each other with respect.

We saw examples of people being treated as individuals. Many people living in the home spoke different languages, followed different faiths and had different cultures and backgrounds. The staff team was equally diverse and multi-cultural and everybody worked hard together make sure people’s individual wants, needs and preferences were met. A member of staff told us, “I am so proud and happy to work in such an inclusive and diverse environment. We all respect each other’s cultures and backgrounds and learn from each other.”

There were lots of activities provided for people who were cared for in their beds, such as music therapy and mobile karaoke. There were also hand massages, story books, games, physical exercises, television, books and newspapers. Staff also explained how they respected people’s choices for, “Personal space and alone time.”

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

People living in the home and their representatives told us they were supported to maintain their independence, had their choices respected and felt they still had control over their lives. For example, people could choose how to have their bedrooms furnished and whether to have their names on their bedroom doors. People’s representatives made comments such as, “[Name] is independent anyway, but they [staff] are good at encouraging them” and “[Name is encouraged to keep as independent as possible.”

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.

We saw that staff were quick to respond to call bells, as well as being observant and responsive to people’s body language and vocal requests. All rooms had call bells, although many people were not able to use them. Every person was checked on at least hourly, according to their individual need, and records were kept in the books in each person’s room.

A person’s relative told us how the staff had responded quickly and appropriately when they had expressed concerns about their loved one’s cough.

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

All staff spoke positively and enthusiastically about their jobs. They gave high praise for the new manager and told us they were ‘extremely’ happy in their work. They said they felt very well supported by managers, colleagues and the organisation’s processes. A nurse told us they felt fully supported by their managers and colleagues and received regular clinical supervision from the clinical leads. Another member of staff told us they had chosen to stay working at Forrester Court due to the positive changes made by the new manager.

All staff said they had the training needed to do their jobs well and training records confirmed this. A staff member told us, “Managers encourage staff to ‘aim high’.” Staff told us they felt included, involved and listened to, with regard to anything and everything that went on within the home. They also gave lots of examples of how their wellbeing was continually cared about and promoted. For example, staff told us a second multi-faith prayer room had been allocated for them and there was a weekly ‘staff appreciation’ programme, which enhanced their wellbeing.