Harcourt Gardens 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 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. People and relatives spoke positively about staff, with 1 person telling us, “Staff are good, they know what I need.”

Observations throughout the inspection showed staff interacting with people in a calm, respectful and reassuring way, taking time to engage and respond to individual needs. Staff knocked before entering rooms, sought permission before providing care and supported people in a dignified manner. A relative told us, “They [staff] treat [name] with respect, I’ve never seen anything that concerns me.”

Staff described how they promoted dignity, including ensuring privacy during personal care and supporting people to make choices about their daily routines.

The provider treated people as individuals and made sure their care reflected their needs and preferences. Care plans included personal information about people’s routines, interests and backgrounds, which supported personalised care delivery.

People told us staff understood their preferences. A person described being able to make choices about their daily routines, and observations showed people were supported in line with their individual needs.

Care plans included information about people’s histories, preferences and what was important to them, helping staff to deliver tailored support.

The provider promoted people’s independence and supported them to make choices about their care and daily lives. Care plans identified areas where people could remain independent and where support was required, enabling staff to provide appropriate assistance while maximising autonomy. Staff described how they offered choice in daily routines, including clothing, activities and personal preferences. A relative told us their family member was supported to remain independent “in a safe environment,” reflecting a balanced approach to risk and autonomy.

Most people told us staff respected their choices and understood their needs. We identified some examples where people's preferences regarding night-time routines were not consistently reflected in practice; however, this was not representative of people's overall experience of choice and control.

Overall, people were supported to maintain independence and make choices about their daily lives.

Staff demonstrated awareness of people’s changing needs and took appropriate action, including making referrals to healthcare professionals where necessary.

Staff responded to people’s needs in a timely and effective way, ensuring comfort and reducing distress. Observations showed staff were visible across the home, providing support and engaging with people in a calm and responsive manner. People told us staff understood their needs and acted appropriately, with 1 person stating, “Staff are quick to respond when needed.” reflecting confidence in the responsiveness of care.

The provider supported staff wellbeing and enabled them to deliver person-centred care. Staff told us they felt supported and able to raise concerns and described a positive team environment.

A staff member said there was “no fear” in speaking up and that they felt confident raising concerns with management, supporting an open culture. Team working was described as strong, and new staff discussed how positive team relationships were supported. The provider rewarded individual and team achievements supporting career development and staff retention.

Staff received training and support relevant to their roles, helping them to understand people’s needs and deliver care effectively. Staff spoke positively about training and support, with 1 staff member stating, “I’ve learnt so much… it’s good quality training.”