Shenstone 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

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The provider always treated people with kindness, compassion and dignity and staff interactions were consistently caring and respectful. People's preferences and choices were reflected in care records and daily practice, including decisions about personal care, clothing, routines and support arrangements. Care records demonstrated discussions with people and their families when decisions needed to be made, and there was evidence care plans were updated following these discussions. Staff were observed supporting people in a friendly and polite manner, respecting privacy and explaining care as it was provided, including asking, “Can I close the door? So you can have some privacy,” before assisting a person. Staff welcomed people warmly and observations throughout the inspection showed positive and engaging interactions. A relative told us, “[Person] was fragile when he got here but staff have really looked after them.” They described how [Person] received “lots of TLC from the staff”.

The provider always treated people as individuals and staff understood people’s preferences, routines and personal choices. Care plans reflected people’s wishes and staff were able to describe how support was tailored, including respecting a person’s preference for female carers and supporting another person to choose their own clothes. Staff explained, “[Person] picks what they want for the day even if it is mismatched. They like what they like.” A relative told us the service supported a person’s love of gardening and enabled them to continue this hobby, with staff and management supporting requests to maintain independence and interests.

The provider always promoted people’s independence, choice and control wherever possible. People were supported to make decisions about their daily lives and staff adapted support to meet individual needs, including offering choices without overwhelming people and respecting preferred routines. One staff member explained, “[Person] likes to get dressed in the afternoon.” People were supported to maintain hobbies and community involvement, including independent access to activities and outings, and one relative told us their family member carried out gardening independently with support available when needed.

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 discomfort or concern. Call bells observed during the inspection were answered appropriately, and one person told us, “Never had to wait too long and they apologise for keeping you waiting.”
However, people’s experiences were not always consistent. Some people told us they occasionally waited for support at busy times. Managers monitored response times and had increased staffing following feedback and observations of call bell demand.

The provider responded to people's immediate needs, although some people reported occasional delays and our inspection identified examples where systems had not always ensured timely responses to changes in health needs, which the provider was investigating and addressing through improved oversight systems.

The provider always supported staff wellbeing and enabled staff to carry out their roles effectively. Staff described receiving training, shadow shifts and ongoing competency assessments to support their development, with staff members explaining they had been supported to progress and develop their role. Staff felt comfortable raising concerns and told us, “If I've ever raised [a concern], I feel listened to and [registered manager] has got your back.” The registered manager and wider management team were described as approachable and supportive, and evidence showed staff wellbeing checks were offered following significant incidents and achievements were recognised through staff awards and appreciation initiatives.