Philips 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 inspection 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. A relative told us, “The staff have been really good at respecting [Person’s] boundaries and personal preferences. They have adjusted their communications style to him and they treat him as an individual. He doesn’t like a lot of fuss and they respect his wish for privacy.”

People, relatives and health professionals all told us that staff treated people well, supported them in a dignified manner and respected their privacy. A relative commented, “They (Staff) are always respectful. They make sure doors and curtains are closed before helping [Person].”

Staff treated colleagues from other organisations with kindness and respect. A health professional told us, “I've never had any concerns with staff. If I ask them to do something or ask for information, they always do what I need or get the information for me. They are very approachable.”
 

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.

A relative commented, “The staff have been excellent with [Person]. They know him very well and have a laugh and a chat with him and he’s now part of the family.” Equality, diversity and human rights policies were in place to make sure people were treated fairly, regardless of their age, sex, race, disability or religious belief. Staff spoke very fondly about people and interacted with them in a warm and friendly manner.
 

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 in control of their care, support and how they lived their lives. Staff encouraged people to be as independent as possible whilst remaining safe.

People were supported to spend time with their families and enjoyed activities both in the local community and their home. A person told us, “I really enjoy all of the activities that are going on, especially when they have music on a Sunday, as my daughter comes and will dance with me. A relative commented, “The activities girls are so good; they work so hard. They keep me in touch and I get a lot of information from them.” Staff regularly asked people for suggestions of new activities they could offer in the home.
 

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 knew people very well and were attentive to their needs.

Relatives gave examples of when staff were “patient” and “very helpful” when supporting people who were distressed. A relative told us, “There was a time when [Person] kept going to the reception staff to try and pay her ‘bills.’ When I tried to apologise to them, they said ‘Don’t worry about it. She’s lovely; it is not a problem’. Then they got an old purse, printed off some pretend money and put it in the purse, so now she can go to them and ‘pay her bills’, which I think is lovely.”

When we asked a staff member for an example when they felt they had made a difference to people, they said, “Helping reassure the residents and listening to them if they feel upset or agitated.” A health professional told us, “I have witnessed some wonderful work from carers who interact with their residents with the utmost care and kindness. Often with lots of humour too. Easing the distress of individuals with complex conditions.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff confirmed that the management team supported their wellbeing to make sure they could give their best to people when at work. A staff member told us, “I can honestly say the support you have, not only from the other staff, but also management, makes working at Philips Court more enjoyable.” Staff also told us they received regular supervisions, annual appraisals and training to support them and enable them to effectively do their jobs.

The provider operated a staff recognition scheme, whereby staff would be identified and rewarded for their hard work and commitment to the service.