Finborough 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.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff treated people with consistent kindness and showed genuine interest in their lives. They actively listened, empathised which enabled them to respond thoughtfully and with understanding. One person said, “I love it here, it is everything I want, need and more. The staff are gentle, kind and make me feel safe.” Another person told us, “Everyone knows it is the best home, food is excellent, plenty to do, carers are friendly, kind, considerate and treat me with respect. I would 100% would recommend it here, you are well looked after.”

Relative feedback was equally complimentary. One relative said, “The staff are very kind and caring, they enable [family member] to live with dignity, despite their advancing years and living with dementia.” Another relative told us, “I would wholeheartedly recommend this care home! The care and attention our [family member] receives is very good. Staff are patient and caring, never rushing but purposeful. I cannot thank the staff enough for the care they gave me in the settling in period, listening as I talked through concerns and ensuring the communication is two way, honest and open. It has taken a massive pressure and worry off me knowing [family member] is cared for so well and is happy, and content. I am so thankful for all that is done for them.”

Promoting people’s dignity and treating them with respect was central to the way care and support was delivered. We consistently saw warm, compassionate, engagement including meaningful and appropriate interactions between people and staff throughout the inspection. Staff valued and respected people, they took their time when speaking with people, actively listened to them and adapted their approach including communication to meet the person’s individual needs. Staff offered choices wherever possible, and ensured individuals were supported in a way that protected their privacy and promoted independence.

Staff knew people well and acted when someone needed extra reassurance or time. They supported emotional wellbeing and encouraged people to express what mattered to them with calm patience. For example, one person frequently called out asking where there relative was and was becoming distressed at them not being present. Staff took time to understand their worries and sensitively worked with them to provide reassurance that settled them and comforted them.

There was a friendly and welcoming ambiance in the service, staff worked well together to create a calm and tranquil atmosphere where even in busy periods and moments where they may be stretched, they remained smiling and unruffled and took the time needed to connect with people on a personal level and never rushed them.

The registered manager and staff treated people as individuals and were exceptional in ensuring care, support and treatment reflected their needs and preferences. They considered strengths, aspirations, culture, backgrounds and protected characteristics.

Staff understood what made each person unique, learning about their backgrounds, beliefs and preferences alongside medical needs. This enabled tailored, holistic care. People who enjoyed social interaction benefited from a varied activities programme, including community access, entertainers and volunteers.

During our inspection, people were painting gnomes for a garden trail. One person said, “Last year we had painted pebbles… my grandchildren helped me find them. This year we must find the gnomes.” Staff told us this popular event attracted local school children, promoting community engagement and reducing isolation.

Finborough Court promotes an active spiritual life through daily devotions, bible study and worship. People and relatives valued this. One relative said, “The social interaction and activities are wonderful… varied, inclusive and fun. It’s fantastic.”

People could choose not to attend and listen from their rooms if they wished. One person said, “Religion is not pushed… I don’t have to listen.”

A dedicated ‘Hummingbirds’ team provided one-to-one companionship for people who stayed in their rooms or did not join group activities. This meaningful engagement reduced isolation, particularly for those living with dementia. A staff member said, “I spend time chatting and connecting… using activities like hand massage, music or pictures.”

Staff also created highly personalised activities, such as plaster work for a former plasterer and tie-dye for a retired teacher. We saw a personalised name box made with tools and mementos, supporting orientation and encouraging conversation.

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.

Staff actively promoted and encouraged people to make decisions about their care, to have control in their daily lives and to be as independent as possible. One person told us how staff supported then with using moving and handling equipment to help them get about, “I am not so mobile now, lost my confidence after a fall, carers are building me up again, if you don’t use it you lose it, so they get the [stand aid equipment] ready and say wiggle your bum forward, you can do it, pop both hands on here, when you’re ready, that’s it, well done, good job, am slowly getting there. With their help I am now able to stand and I don’t need the [hoist].”

A staff member shared how examples of how they supported people with a particular task, household chore, something they used to do themselves to preserve their independence and self-worth. They said, “I help people with little jobs they might need doing, for example one person wanted to sew on a button, so I found them some thread, a needle and threaded the needle and assisted them to repair their cardigan They were very proud of their achievement.”

Staff shared examples of having built effective relationships and trust with people that they could act on any issues that might be impacting on their daily life and autonomy. For example, one staff member said, “A [resident] felt they were being helped too much by a member of staff when getting ready in the morning and on that particular day had felt able to do things themselves, so they told me. I reassured them and spoke with the senior and next time the carer was mindful to check with the [person] how much support they needed that day.”

A relative shared how staff collaboratively supported their family member to be safe, maintain their independence and preferences. They said, “Staff are attentive to needs and surroundings. For example, they have worked with [family member] to rearrange their room because they were cluttering it and it was becoming a trip/fall risk to them and staff. [Family member] keeps strange hours, will go to bed early; their choice and rises late. The staff have always accommodated this, making more checks at night than perhaps would be normal, providing a snack in the night etc. Care always feels very individual to needs with staff recognising personal requirements; incredibly accommodating.”

Staff knew people well and consistently and sensitively responded to people’s immediate needs.

They responded promptly and sensitively communicating at eye level rather than standing over individuals. Staff were skilled at anticipating personal needs, such as adjusting lighting for visual comfort, promptly modifying meal options, or providing appropriate seating and equipment.

Staff were visible throughout the home and worked together seamlessly to ensure people’s comfort and wellbeing were supported. We saw during the lunch service one person who was feeling anxious be reassured by a staff member through gentle conversation until they felt comfortable to sit and eat. This corresponded with feedback we received from relatives. One relative told us, “The staff are kind and caring, there are many different levels of assistance required, quite often repetitive reassurances. I have never seen anyone look annoyed or raise their voice.”

People and relatives said staff, including the registered manager, were accessible and responsive. Comments included, “Management are very approachable and communication is effective” and “The staff are all very pleasant, and also supportive to me when needed, which is appreciated. Management are always available and communicate any needs to me in a timely manner.” Management conducted audits of call bell responses to ensure staff responded to people in good time.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff felt supported and well cared for, which helped them give good person-centred care.

Leaders fostered an inclusive and compassionate culture where staff felt highly valued and respected. One member of staff told us, “Everyone is listened too and made to feel part of a team, it’s not just a workplace it’s a family.”

Management maintained an open-door policy, acting promptly on feedback and ideas. Staff well-being was a clear priority; the team received consistent check-ins, well-being assistance, and tailored workplace adjustments. Recognizing the value of diversity, leaders empowered everyone to contribute. Because staff felt fully supported and included, they were able to dedicate their full time and energy to delivering high-quality, person-centred care.