Archived: Barnes 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 70 (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.

Staff treated people with dignity and respect. People’s privacy was respected, for example by staff knocking on doors before entering. Staff were observed to be kind and patient when supporting people to move around the service and during mealtimes. However, there was a noticeable lack of general interaction between staff and people. The manager was working with staff to improve people’s experience.

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. Their individual needs and preferences were understood and reflected in their care, treatment and support. People were supported to maintain their personal, cultural, social and religious needs.

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 promoted to be as independent as they could and wished to be. Staff supported people to engage in activities and access the local community, to promote and support their independence. People were regularly consulted and able to suggest activities and outings aligned to their preferences.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Staff were not always alert to people’s needs. We observed people left unsupported during our inspection. For example, on occasion one person was distressed and no staff were available to reassure them.A relative told us that sometimes a person had to wait an hour or so for staff to get them to bed. Another relative said there had been more staff interaction since the new manager had joined the service.

There had been a significant turnover of staff, which meant the service had a large number of new staff. A healthcare professional told us, “Consistency is lacking due to a high turnover of staff, including many temporary/locum staff who are unfamiliar with the residents' backgrounds.” The manager ensured that each care team included a balanced mix of new and experienced staff. A structured plan was in place to promote learning and share knowledge across teams, aiming to enhance the overall experience for people receiving care.

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

Staff had opportunities to provide feedback, the provider regularly asked staff to complete surveys.We offered staff the opportunity to tell us about their experience at the service and views were mixed. One staff member said, “The service treats staff quite well, some units have a high workload so it’s difficult for rest periods.” And another staff member told us, “No, we are not valued we are treated like children.”We shared our feedback with the management team, who advised that they were working with staff to improve the culture at the service.

The provider recognised the value of a diverse workforce and offered a range of employee benefits including wellbeing support. When required, reasonable adjustments were put in place to support staff to carry out their role.