Andrews 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

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 respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and relatives said staff were caring and kind. One person told us, “Staff are 100% caring. I like to have a laugh with them.” One relative commented, "[Staff] are very kind. Before Christmas [family member] was quite ill and they looked after me as well.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The management team were considerate of and promoted people’s protected characteristics. For example, one person had shared with the registered manager and support manager they were not comfortable discussing their same sex relationship with some staff (no longer employed at Andrews Court Care Home). To make the person feel valued and celebrated the management team organised a Pride event. The person attended the event, had a wonderful day, and had the opportunity to celebrate their identity. The registered manager told us, “The celebration also had a wider positive impact throughout the home. It encouraged conversations around inclusion and acceptance. By taking the time to listen to [person’s] story and understand their experiences, we were able to promote person-centred care, dignity, equality, and emotional well being.”

The management team also supported people’s cultural and religious needs. Staff ensured 1 person was able to watch films in their own language. One relative told us, “[Relative] still takes [family member] to church, but I am sure they would visit if she was bedbound.” One person said, “The vicar has been in to see me .”

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

The management team ensured people’s care documentation promoted their independence, including people’s capacity to make decisions. Guidance for staff to follow when providing day to day care was recorded to promote choice and control.

One person complained about the number of nighttime checks taking place. The care manager discussed this at a residents meeting. This led to some people choosing to have a sign on their bedroom door with their preferred night check times . This ensured all staff were aware of and could respect their preferences.

People told us they had control over their own care and the support they wanted. One person told us, “I try and do as much for myself as possible.” A second person said, “I try to be as independent as I can.”

We observed staff spent time with people chatting, laughing and joking. There were a range of activities available daily these included visiting entertainers, games and exercises. There were no restrictions on when family and friends could visit, with 1 relative visiting late in the evening after finishing work.

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.

Staff had good knowledge of relevant health care concerns, how to identify them in the people they supported and how to respond. For example, they knew when people’s mood deteriorated and what strategies to use to make them happier. This included staff engaging with people and the dolls they were carrying. Doll therapy can provide comfort, reduce agitation, and improve communication and well-being for people living with dementia.

People said staff noticed if they were unwell and they were supported to see a GP, or healthcare professional if they needed one. One person said, “They would notice if I was unwell and call a doctor for me.”

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

Staff told us they felt valued by the management team. They said they were able to discuss any suggestions or concerns they had, and they were listened to. One staff member said, “[Registered manager and support manager] are both approachable and they have supported me a lot, which has helped me remain at work.”