Melford 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 inspection we rated this key question good. At this inspection 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.

Staff treated people with kindness, compassion and respect. People described staff as caring and attentive, and observations showed warm and reassuring interactions.People and relatives told us staff were consistently kind and caring. One person told us, “The carers are unbelievable, wonderful and all the care is done with a smile.”

Staff demonstrated a caring compassionate approach when supporting people, demonstrating warmth and respect in every interaction, ensuring people felt valued and listened to. A member of staff told us, “[People] are treated with kindness and respect this includes knowing their individuality ensuring privacy providing compassionate person-centred care that always maintains their dignity…” Another staff member informed us, “All [people] and staff are treated with kindness and care. [People] are always given as much choice as possible and treated with respect and dignity for example always knocking on doors before entering and always being willing to help a resident with anything they need.

There was a calm, friendly and welcoming atmosphere at the service during the inspection. Staff created a sense of ease by engaging warmly with people, speaking to them by name and taking time to greet them appropriately. Interactions were unhurried and respectful, and we observed occasions where staff paused what they were doing to acknowledge people, offer reassurance or check whether they needed anything. Staff consistently demonstrated an awareness of people’s dignity and personal space; for example, they always knocked on people’s bedroom doors before entering and waited for permission to be invited in. This approach helped people feel valued, respected and in control of their environment.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People received individualised care and support that was tailored to their personal needs, preferences and routines. Staff knew people well, including their histories, what mattered to them, and the best ways to support them. As a result, care was flexible, responsive and delivered in a way that promoted people’s comfort, independence and wellbeing. Support plans were in place which outlined each person’s identified needs. The registered manager was aware that the care plans needed improvement and there were plans to implement a new system at the time of the inspection. Care plans provided staff with practical guidance on how to deliver care that aligned with people’s wishes, helping ensure support was delivered safely and consistently across the team.

Staff ensured that people’s personal information was handled safely and kept secure with access only granted to those with a need to know in order to deliver safe care. This respectful approach helped people feel safe, valued and confident that their rights were upheld at all times.

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

Care plans informed staff when people needed support and which aspects of their daily routines they could manage independently as well as their individual preferences. This meant staff had clear guidance on when to step in and when to encourage people to carry out tasks themselves, helping to promote autonomy and confidence. Feedback from people living at the service indicated that staff consistently used this information in practice, supporting people’s choices and actively encouraging their independence. One person told us, “Staff are all friendly and helpful, they do treat me with respect. I get myself up and they help me to shower. I do most things for myself.” Another person said, “I wake and choose my own clothes.”

People and their relatives were provided with a range of opportunities to express their views about the care and support through regular reviews, meetings and surveys. The registered manager and staff team knew people well and described how they were empowered to exercise choice and control over their lives.

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.People told us they had support to meet their identified needs and access to healthcare when required. One person said, “I get help with my personal care, and they give me regular bed washes and cream my legs. I always joke that there is no chance of getting a pressure ulcer here as they are always moving me!”

Staff were alert to people’s needs and took time to observe, communicate and engage with people to understand their immediate needs, using a range of approaches tailored to each individual. Staff were skilled in recognising the different ways people may express discomfort, pain or distress, including facial expressions and other non‑verbal indicators.

We saw that staff responded appropriately whenever support was required, ensuring people received assistance. Where necessary, staff escalated issues to senior staff ensuring people had access to the right level of support. This proactive and responsive approach helped to ensure that people remained comfortable and well‑supported at all times.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Many staff told us they felt valued, supported and respected and described strong teamwork and approachable leadership. One staff member said, “Yes, I feel supported at work. Any concerns are dealt with professionally and timely with training provided. I am glad to have an excellent professional and caring manager and deputy manager.”

Staff told us they were encouraged to develop professionally and personally. One staff member said, “I do feel listened to and valued and that my opinion matters. Praise is given for jobs well done and the staff have opportunities to advance.”