Parklands 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

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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and staff told us the staff were kind and caring. Quotes included, “The staff are very caring”, “They are professional and approachable” and “The staff are very caring and are very welcoming.” A visiting professional told us how staff had supported a visitor in a caring manner. They said, “One of the family members told us how 1 of the staff members had taken a resident’s friend home after their shift finished because his electric wheelchair had broken while they were visiting.” Visiting professionals told us they had observed staff treating people respectfully and kindly. One visiting professional told us, “I have regularly walked around the various units and observed staff who know residents well and who during these visits have showed respectful and caring interactions.” We also observed staff treating people kindly and respectfully.

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 and their relatives told us they were treated as individuals. One relative told us, “When I visit, I have seen staff treating people as individuals. For example, if they offer a meal to a person but the person doesn’t want the meal on the day, the staff will prepare something that the person wants.”

Staff had sound knowledge of people’s protected characteristics. One staff member told us, “If a resident was from a different culture, they may not eat certain foods. We would support them to eat foods that support their religion or culture. I would also make sure this was documented in their care plans.” People’s history, preferences, likes and dislikes were clearly recorded in care plans and risks were assessed for each person’s ability. We saw that people’s individual wishes, likes and dislikes were routinely being met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to maintain their independence. One person told us, “I have my mobile and I contact my family and friends.” Another person told us, “I do my own personal care, and I can do it all myself, if I needed assistance I would ask.” Staff told us they respected people’s choices and encouraged people to do as much as they could for themselves. Care plans detailed people’s choices. There was clear information regarding how people's independence was being actively promoted. We saw evidence of in-house activities taking place. Also, activity timetables and activity boards were on display. The service supported people to take part in community outings. For example, trips to the Black Country Museum.

Staff did not always respond to people’s needs in the moment. Our observations found that people assessed as high risk of falls were not always supported by staff in a timely manner. For example, we observed 1 person who needed support to move safely, attempt to get out of their chair. However, no staff were present to immediately intervene, placing the person at risk of falling. However, staff told us how they would respond to emergencies such as falls or when people presented as being unwell. One staff member told us, “We observe residents daily and because we know our residents well, we know when there is a decline in their health or mood.”

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt supported by the provider. One staff member told us they received regular support in the form of supervision. Another staff member told us, “The manager has an open-door policy.”

The provider shared several wellbeing initiatives aimed at improving and maintaining staff wellbeing. The manager told us, “We have a coffee morning for staff from 7am till 10am. I arrive early so I get to see the night staff. I also do a walk around in the morning and will speak to staff. Also, we have a wellbeing program for staff and have occupational health to support. Staff have access to a wellbeing app on their mobile phone.”