Yourlife (Rugby)

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 inspection for this service. This key question has been rated 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.

People told us staff were kind and caring and treated them with dignity. Comments included, “They are all very nice and very willing, they’d do anything for you,” and “They are all lovely, kind and courteous.” One person told us, “The staff are all very good. I don’t have a favourite because they are all good.”

One relative described how the friendliness of staff supported their family member’s wellbeing. They explained, “The (staff) are all very kind. They get to know us and try to talk to [Name], to make them laugh. They always have a good laugh with [Name], in the mornings and when they go to bed.”

Staff were seen respecting people’s privacy by knocking on their front doors and waiting for consent before entering. One relative told us, “In the morning when the carers come, they ring the doorbell and wait for us to call them in. I say to them ‘don’t stand on ceremony, make yourself at home’ but they usually wait for me to let them in.”

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 told us they were treated as individuals because staff knew them well. One relative said, “They work with people. There is a real sense that they know what each person needs and what suits them.” This relative gave an example of a staff member chatting to their loved one about a shared interest and told us how staff helped their family member choose what they watched on television because they knew their likes and interests.

Some information about people’s life history, hobbies, interests and beliefs was recorded in their care plans. This information provided staff with guidance in how to communicate with people and how to support their individual needs. Prior to our conversation with people, staff shared a memory book they had compiled for 1 person. During our conversation, the person was able to share their memories while we looked at the book together. One staff member described how they used this information when providing personal care and commented, “When you have an idea about the person's background and what they want, you can relate better 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.

Staff understood their role in supporting people to carry on living independently with support when they needed it. One staff member explained, “The best thing is to say, ‘come on let's do it together’ and turn it into a positive thing rather than going in and taking over. It is important to let them lead the way, so you know what they are able to do.”

Care plans described what aspects of their care people could do for themselves, where they needed supervision or prompting and when staff needed to provide support.

There was a range of activities available for people at Knox Court, and information was shared with people each week so they could make informed choices. We saw a range of options were available including games, movies, walks, quizzes, get-togethers and social events. Staff supported people to attend activities when it was requested.

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 had access to personal alarms they could activate in an emergency outside their scheduled call times. People and their relatives told us whenever they pressed their alarm, staff responded quickly. One relative told us, “If I press the call bell, they come very quickly, even when I have had to call them at nighttime. One time when [Name] was getting into bed they slipped, that was late at night, but they still came quickly.” Another person said, “[Name] fell over. I rang the emergency buzzer, and they were there within a couple of minutes.”

One relative told us how the system worked. They explained,” Whoever is the duty manager holds a phone, and if you press the button, it doesn’t just ring in the office, it alerts the phone. I know that if anything happens, they’d be there straight away. It’s a good service, it really is.”

People told us staff were flexible to ensure their needs were met. One person told us, “If something is on, and I want to change the time of a visit, they say that’s fine.”

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

Staff felt valued by their managers who they described as being supportive of their wellbeing. One staff member told us, “You are told when you have done a good job and the management always praise you when you need it." Staff achievements were recognised through a ‘values award’.

Staff said they were supported to take time off for any personal caring responsibilities and were not pressured to work additional shifts.

The provider had systems and processes to support staff wellbeing. This included an employee assistance programme, a wellbeing app and access to mental health first aiders who could offer support to any staff who were experiencing poor mental health. Staff were offered flexible working patterns and paid for any training or meetings attended outside their planned shifts.