Kingly Terrace

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 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.

During our visit, we saw staff treating people with kindness and respect. They supported people in a way that maintained their dignity.Staff took a person-centred approach and had good relationships with people. They were friendly, caring and professional, which helped people feel comfortable when receiving support. Staff knew people well and spoke to them with warmth and sensitivity.

Some people could not directly tell us about their experience. We used our short observational framework for assessment (SOFI) to observe people’s experience of the care they received. Our observations found staff were kind, caring and compassionate throughout our assessment.

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.

People were treated as individuals, and staff demonstrated a good understanding of their preferences, routines, and the support they required. We observed care was provided in a way that respected people's choices and promoted their dignity and independence.

People and their relatives told us staff were kind, respectful, and took the time to get to know them. People also told us they were able to maintain relationships that were important to them and spend time with their family and friends whenever they wished.

One relative told us, “They are very tolerant and kind. The care staff have a good understanding of (relative) behaviour. They are definitely well trained.” Staff were able to describe people's individual needs and preferences, and care records reflected people's likes, dislikes, and preferred routines, enabling staff to provide personalised support.

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

People were supported by staff to make choices about their daily lives and were encouraged to remain as independent as possible. Staff respected people's decisions and provided support in a way that promoted their choice and control.

During the assessment, we observed that some people chose to spend time in their own rooms rather than in the communal areas. Staff respected these preferences and supported people in line with their wishes, ensuring they were comfortable and able to make decisions about how they spent their day.

A relative told us, "(Relative) is able to make their own choices on their good days, such as whether they would like to have a shave or a shower. If (relative) does not want to, the care workers do not force them." This demonstrated that staff respected people's decisions and supported them to make choices about their personal care. The relative also told us their family member was "very fussy about their food and the drinks provision is good," showing that staff recognised and accommodated individual preferences.

People were offered choices at mealtimes, and alternatives were available if they did not wish to have the planned meal. We observed staff supporting people in a respectful and unhurried manner, enabling people to eat independently where possible.A small number of people also told us they would like more opportunities to access the community, such as visiting the local park or going shopping. The provider acknowledged this feedback.

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 recognised changes in people's physical and mental health and responded promptly to ensure they received the appropriate support. They understood when to seek advice from healthcare professionals and when it was necessary to contact emergency services without delay if a person's condition deteriorated. Records showed people were supported to attend GP appointments, health reviews, and regular wellbeing checks.

Staff told us that important information about people's health and wellbeing was shared during daily handovers, enabling them to respond consistently and promptly to changing needs.People had access to call bells, which we observed were answered promptly throughout the inspection visit. Staff checked on people regularly and offered assistance in a timely manner, while respecting their privacy, dignity, and individual preferences.

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

The provider supported staff to do their jobs well and encouraged a positive working environment. Staff told us they felt supported by the management team and said ‘managers were approachable and easy to talk to’. They felt able to raise concerns and were confident these would be listened to and acted upon. Staff also told us they worked well together as a team and supported each other to provide person-centred care.

The provider also supported staff wellbeing. Staff had access to an online wellbeing platform with wellbeing resources, self-help programmes, webinars, wellbeing assessments and health and wellbeing support. Staff could also nominate colleagues for recognition, helping to celebrate good work and boost staff morale.