Belvidere Court Nursing 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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives spoke positively about all members of the staff team. Comments from people and relatives included, “I couldn’t wish for kinder staff than there is here. I am very happy here”, “The staff are all nice and friendly and kind. I know them, we chat. [Person pointed to a staff member and said] she’s lovely”, “Staff are always friendly, polite and helpful” and, “The staff are all super friendly here”. A relative also told us, “It’s not about the facade it’s about the care they provide. The staff are all brilliant and I would definitely recommend it. [Staff members name] on the door is always very helpful and always polite”.

People and relatives gave us examples of how they were consistently treated in a kind, caring and dignified manner. One relative told us, “They treat [relation] with dignity, for example they leave [relation] on the toilet but wait outside. They give [relation] the time she needs”. A person said, “They always knock on the door and ask if they can come in before they do”. We saw staff knocked on this person’s door before entering. We saw other examples where people were treated with dignity including people who were discreetly asked if they required personal care when they were in communal areas. People had a window in their bedroom doors which overlooked the communal corridor, nets and curtains were fitted to these windows so these could be closed when people were in their rooms so others could not see in. One person told us, “Yes it’s nice that we have those, I like that”.

Staff told us how they supported a person to wear their religious head covering correctly. There were initially only 2 male staff who knew how to do this, and the deputy manager told us they would come in first thing in the morning even on their days off to ensure this was correctly placed. Information was shared with other staff which led to more staff being able to meet this person’s needs in a dignified manner. The deputy manager told us, “This showed how much compassion our staff have”.

Our observations confirmed people were treated in a kind and caring way; they appeared comfortable with staff and interacted positively with them. For example, we saw 1 staff member supporting a person with their meal, they remained calm and patient throughout, despite the length of time it was taking the person to eat. They continued to talk with the person and offer them assurance that there was no rush, and they could take their time. Another person was verbally distressed. Staff spoke to the person compassionately and steered the conversation to their family who they told her, “Loved her”. When staff left the person, they were smiling. All staff spoke about people with respect, compassion and empathy. It was evident from our observations the respect staff showed for the people they supported.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People and relatives felt they were treated as individuals and their individual needs and preferences were considered. A person told us, “They know me very well, every 1 of the staff, I don’t need to tell them how many sugars I have in my tea now, they just know, they are all a delight”. A relative said, “They have gone out of their way to make my relation feel welcome here. Some of the staff recognise him as [another relative] was here and passed away here. That was 6 years ago and they still remember him, he liked that.” Another relative commented, “I think she is happy as she can be there. It’s her [special] birthday tomorrow”. We heard staff talking to the person about this, the person was saying she didn’t want a fuss and it was a caring and genuine conversation between the staff member and the person.

There were systems in place to ensure people were treated as individuals this included ensuring people were listened to and were involved with their care.

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

People felt involved with their care and were encouraged to make their own choices. One person said, “I go to bed and get up when I want to. One day I have a bed wash, the next I have a bath. That way suits me fine. If I wanted a bath every day, I think I could have one. They always ask me first before washing me”.

People were empowered to remain independent. The registered manager and the deputy manager shared with us how staff had identified that 1 person had always been a caring person by nature and loved helping out around the home.They told us how they spoke with the person’s family about this who had described their relation as someone, ‘who was always willing to help anyone out’.Having recognised this, staff encouraged the person to get involved with the food/tea trollies. The person now enjoyed taking responsibility of taking the food trollies in and out of the lift and into the dining area. Staff encouraged and supported this.The person had told staff this made them feel included and helped them to feel part of the unit as before they preferred their own company in her bedroom.

People and relatives spoke positively about the activities and opportunities they had at the home. People were asked as part of residents/activities meeting which activities they would like to participate in, and we saw photographs showing people participating in the activities they had suggested and requested. For example, 1 person had requested a bingo night and a quiz, another person had wanted a party for the word cup. We saw evidence these activity choices had been met and photographs showed people enjoying these activities.

The provider listened to and understood people’s needs, views and wishes.

People and relatives felt the service was responsive to individual needs. One relative said, “Mum shouts out a lot and staff do know how to interact with her. I think they do care about her”.

People had regular reviews of their care, that staff, people and professionals were involved with. When changes occurred to how people’s care was being delivered, care plans and risk assessments were updated with the person and their family to ensure staff had the most up to date information to offer support.

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

The deputy manager told us about their workforce and how they considered their wellbeing. This included operating an open-door policy where staff could discuss any concerns, and an employee of the month incentive where staff, people and relatives could become involved and vote on this. All staff we spoke with felt supported by the registered manager and the deputy manager.