Queens 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 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. Staff treated colleagues from other organisations with kindness and respect.

People told us they were treated with kindness, compassion and dignity and we observed this during our visit. One person told us, “It has all gone very well, everyone here is friendly and they all do what they can for me” and another said, “I do feel happy and they are very caring.”

The staff supported people in a kind and caring manner and responded to people’s needs promptly and respectfully. We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and staff, and plenty of banter which seemed natural. One person told us they often chatted with the gardening staff and enjoyed being involved. They said, “The gardeners here are lovely. [Gardener] picked one of the roses outside and brought it in and put it in a vase for me. There are such lovely people here.”

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.

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such.This included in relation to their faith and sexuality.

There was information on display about Christian and other faith holidays which the home celebrated with appropriate food and decoration. The home had celebrated Eid because some people and staff members were Muslim.

A virtual church service was in the activity plan the week of our visit and some people attended local church services with their families. We noted that some people were Roman Catholic. Although the member of staff we asked did not know whether a Catholic priest ever visited the home, we saw from a care plan that ‘Deacon [Name] visits every week to give holy communion’, and that there was a monthly church service.

A space at the end of one corridor had Bibles, prayer books, a hymnbook, a crucifix and candle holders.

The home organised a range of events to celebrate diversity. This included 19th World Religion Day and the Chinese New Year. In February 2025, the home celebrated Black history month, which included dignity action day and race equality week.

Care plans detailed people’s wishes and preferences and we saw evidence the staff knew and respected these.

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

People’s aspirations, choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were recorded in their care plans and respected. Care plans included their biography, preferred activities and what made them happy and fulfilled.

The provider had introduced the ‘Resident of the Day’ initiative. This approach ensured that each person received focused attention from the care team on a designated day, during which comprehensive updates were gathered and shared with their family or representatives. The registered manager explained, “On the assigned day, the key worker or designated staff member reviews the resident’s wellbeing, care needs, recent activities, and any changes in health or mood. This information is then communicated to the resident’s loved ones through their preferred method, whether by phone call, email, or in-person meeting.”

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.

We observed staff supported people in a timely manner. People told us call bells were usually answered promptly, and staff would always take the time to check they were okay and offer assistance.

We witnessed staff attending to people’s personal care promptly and efficiently, whilst they remained respectful and discreet. People seemed at ease with the staff who supported them.

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

The management team spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs.

Staff felt supported and spoke of being a good team. They told us the management team cared about them and took any suggestion seriously. Their comments included, “Yes, it’s a good place to work. I enjoy helping people and making a difference in their daily lives” and “Management supports my ideas. If I have any question, I feel supported. My home manager actively listens and responds promptly.”