Fleming 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. At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

People and relatives gave extremely positive feedback about the care provided at Fleming Court. They especially praised the care team for their kindness and consideration. This meant people felt their quality of life and wellbeing were important and promoted. A person said, “Respect is their (the provider’s) big word. I would say they do respect you in here. They are very helpful and very friendly.” Relatives described staff as friendly and welcoming. A relative commented, “They (staff) genuinely care about their (residents) happiness.”

Staff understood the importance of treating people with dignity and respect. Throughout our time at Fleming court there were many examples of staff proactively supporting people to ensure their needs were met effectively. Staff demonstrated a real empathy for the people they cared for. We observed very kind, caring and thoughtful interactions between people and staff. Staff knew people especially well, including when people needed support, and also when they wanted quiet time to reflect.

Staff were very motivated and spoke with pride about ensuring that people’s needs were held in the fore front of everything they did. A staff member told us, “The care provided at Fleming Court is compassionate and respectful, with residents consistently treated with dignity. Support is person-centred, tailored to individual needs and preferences, which helps ensure that residents feel valued. Teamwork among staff is strong, contributing to consistent care.”

Staff always treated colleagues from other organisations with kindness and respect. Professionals echoed this feedback and were equally complimentary about the caring and considerate nature of the staff team. A professional commented about how happy residents were when they visited, which they believed was a sign of the quality of care provided at Fleming Court. The said, “I’d say Fleming Court is one of the best care homes in the North East”

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.

Staff often went above and beyond to provide personalised care, and they tailored care to each person’s choices and preferences. People confirmed staff ensured their preferences were prioritised. This included supporting people to attend family events and to arrange music therapy sessions. This also included supporting another person to vote in person at elections and maintain their car to promote their independence. A person said, “It’s always nice to know my care is there and someone is able to lend a hand when needed.” Another person who was supported to build their confidence and integrate when they moved to the service commented how the home was like a “5-star hotel” with “amazing” staff. Professionals also spoke very highly about the care provided and how being at the home had a positive impact on people’s wellbeing. A professional said, “Fleming Court provides great outcomes for their residents.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People experienced excellent outcomes from living at Fleming Court. Staff were proactive in providing person-centred care which promoted and enhanced people’s independence and autonomy. A person said, “I am a very independent person, staff know that, so they give me space. They understand that it matters to me.”

Due to the dedication and commitment of staff, people experienced especially positive outcomes, particularly in relation to meeting their social needs and developing positive relationships with others. This included other people living at the home and the wider community. There was a dynamic and varied activity programme which included events to mark special occasions, themed days, visits to the local community and entertainers. A relative commented, “The entertainment is incredible. (Family member) is happy, safe, entertained, well fed and cared for by caring attentive staff, I couldn’t ask for more.” People could also attend a range of clubs depending on their interests, these included French, gardening, history and poetry clubs.

People who had lived at the home for respite maintained strong links with other people they had met. For example, one person continued to visit for lunch with friends they had made during their stay. They described the home as “like a lovely hotel.”

The home had developed strong links with the local community. Chatty café was held every Tuesday, which was set up to help combat loneliness in the local community. It offered people living at Fleming Court and the local community company, cake and a drink. Due to success of the initiative more table spaces had been created to cope with the demand. Regular volunteers helped with running the café. A volunteer commented, “It is lovely to have a chat with others and get involved.”

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 were visible throughout the home and responded quickly when people needed assistance.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were motivated to support each other and provide good care to people.