Hampstead Court 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,dignityand respect.

This is the first assessment for this service. This key question has been ratedgood.

This meant people were supported and treated with dignity and respect; and involved aspartners 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.

We observed all staff at Hampstead Court Care Home showed kindness and empathy towards people. People were spoken to with dignity and as equals.

This was also felt by people who told us, “I get on well with the carers. They are kind and call me by name. They do their best and they listen to me. They are respectful” and “they never, ever talk down to me.”

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.

The broad range of people’s backgrounds and personalities was well recorded in their care plans and staff were familiar with these. The provider supported people with their religious and spiritual needs and had arranged for faith leaders to visit people and a prayer room to be made available for people of all faiths. Cultural and religious dietary needs were also accounted for.

Staff knew people and their diverse backgrounds. Activities were varied, they included but were not limited to, language classes, music, exercise and art. There was also a library with books changed regularly for people to use as they wished and art rooms that were also accessible outside of timetabled activities.

We observed all people being included and supported to take part in activities. There was a deliberate effort to involve all people irrespective of their needs, to ensure all people felt included. There was an effort made to keep people included. . We saw that people with dementia had memory books containing pictures of important people and places as well as information about their life We saw one person’s memory book and noted that it was detailed and appropriately described the person and provided information about their backgrounds. This enabled the person to not only share with people who lived at Hampstead Court Care Home but also allowed others to easier engage with them in conversation despite the absence of speech.

One person told us, “The carers are so kind and really greet me in such a lovely, personal way”

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

Care plans had an emphasis on things that people could do for themselves and what staff should to do to promote their independence.

People were offered choices and their feedback was listened to. For example, they were involved in choosing activities they would like available. This included a popular walking group and indoor exercises which helped people to retain their mobility.

One person we spoke to praised staff for this, “I am a very independent person, and the people here know and respect that.”

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 observed staff responding when people needed assistance. For example, those who required support to help them move were not left waiting. People who needed support with meals were supported to eat at the same time as others.

Call bell audits and discussions we had with people showed that staff responded in a timely manner when these were activated.

People told us care workers were responsive and responded in a timely way. One person said, “If I ever want a cup of tea, even in the middle of the night, they will do that for me.”

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

Staff told us they felt supported in their roles and had regular supervision which included a discussion around their general wellbeing as well as work.

The activity co-ordinator also provided wellbeing activities for staff as part of their role. This included protected time to ensure all staff were able to attend the wellbeing activities. The activity coordinator worked with staff and responded positively to feedback and suggestions of how to ensure staff were able to spend time together and focus on wellbeing.

Staff were offered and encouraged to request training opportunities to both help with their day to day role, but also to progress their careers or just expand their knowledge. Those who wished to progress into more senior or different roles told us they felt supported to achieve their ambition.

Staff were able to shadow other roles, either with a view to progression or to understand how those roles related to their own work. One staff member told us this experience had enabled them to have an understanding of the whole process of assessment when a person moved to the home, rather than just upon arrival, which would usually be their first contact with them.

There was a recognition scheme for staff achievements which helped ensure staff felt valued in their roles.