St James 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.

This is the first assessment for this service since a change of provider in October 2025. 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. Staff treated colleagues from other organisations with kindness and respect.

We observed people were treated with kindness. People’s dignity was preserved. We observed staff routinely knocked on people’s doors prior to entering their flat. One relative told us the service had been receptive to feedback regarding concerns about their family member’s dignity.

Staff understood how to promote people’s dignity. One member of staff told us “I respect people’s privacy, involve them in decisions, promote choice and independence, maintain confidentiality and treat everyone as an individual. This is important because everyone deserves to be treated with dignity, respect, and compassion.”
 

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.

We observed staff demonstrated a commitment to treating people as individuals. This was especially evident when people made lifestyle choices which others may object to. Staff did not judge those lifestyle choices and provided care to meet people’s individual needs. We noted where people had specified a particular gender choice for care staff this was reflected in their care plan.
 

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

People told us they were supported to be themselves and continue with lifestyle choices. We saw people were involved in decisions about their care. One relative told us, “We have noticed that there is one member of staff who has really taken the time to get to know our, [relative] and so when they are on shift, the care is outstanding, we feel comforted and feel they care about our [relative’s] wellbeing.”
 

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.

Relatives told us they had provided to the management team about the lack of a personal service for their family members. Following the management team taking action in relation to this feedback there had been improvements. One relative told us, “We feel that since raising our concerns and the staff having time to read our [relative’s] care plan, the results have provided care to be carried out with a more informal approach, so it is in a supporting, natural way and not a governing way.”
 

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

The provider had systems in place to support staff. We received mixed feedback from staff on how they felt supported since Agincare took over the running of St James Court. Some staff felt many changes had occurred without consultation and did not always feel supported or valued. However, other staff felt supported and valued. We shared this feedback with the provider to ensure all staff have the opportunity to share their concerns and feel listened to.