Queens Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us they received person-centred care in line with their needs and preferences. One person told us, “I have all the facilities that I need here, it is all mod cons.” People and their relatives were involved in the planning and reviewing of their care and support.

The staff were positive about people and said they enjoyed caring for them. A staff member told us, “Queens Court has massively changed in a positive way. The residents enjoy participating in all the activities in the home and trips out. It really changes their life to be brighter and more fun. Residents receive good care.”

Care plans were kept electronically and in paper form. The registered manager told us they did not always rely on technology and liked to keep both forms up to date in the event of a problem with the electronic system. Care plans were clear and detailed and contained information about all aspects of people’s care and how to meet their needs.

People were supported to take part in a range of activities of their choice. The home employed activity coordinators who organised the provision of daily activities. People had activity care plans detailing their interests and hobbies. This helped the activity coordinator plan a program to suit people’s needs.

People told us they enjoyed the activities on offer. One person told us, “We go to sit outside in the garden sometimes. I might go to the coffee morning today… it is nice to sit and have a chat and to talk with people.” They added, “I go to keep fit, we play games and I know one or two of the other residents very well.”

There were regular coffee mornings attended by people who used the service, relatives and members of the community. This took place on the day of our visit and was enjoyed by all. One person on their way to the event told us, “I want to bag my place.”

As well as indoor activities, people had the opportunities to go on a range of trips and outdoor activities. Some people told us about a recent day trip to the seaside which they enjoyed. One person told us, “We do get trips out, my wheelchair fits in a van. We have been to Virginia Water and we went to the seaside, at Littlehampton.” Other activities organised included, Zumba, bingo, sing along, pamper day, cheese and wine and virtual church service.

Staff recalled with pride the ‘100 Club’, a celebratory lunch meeting to celebrate the lives of 10 people aged 100 or over currently residing at Care UK homes. Many of whom currently resided at Queen’s Court. The event was visited by a TV reporter and shown on a news programme.

The home produced a monthly newsletter. This contained information for people and relatives about what had been happening at the home, such as outings or activities and any news they might like to be informed of.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us they received good care and their healthcare needs were met and relatives echoed this. A healthcare professional added, “Staff appear happy in their roles and genuinely strive to deliver person centred care.”

People’s care plans described their healthcare needs and how to meet these. We saw their care plans were detailed and personalised. For example, where a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication.

People and relatives told us communication was effective, and they were provided with all the information they needed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives were involved in the planning of their care and support. Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives told us they felt able to raise any concerns or issues and had the opportunities to attend meetings.

Staff told us they understood the importance of monitoring people’s care to help identify issues before they could develop into complaints or concerns.

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed people were supported to attend appointments and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Some people displayed distress and behaviours that may be seen as challenging to others. We saw they had a positive behaviour plan in place, and this was regularly reviewed. The staff team worked with the community mental health team to support people as needed.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

The registered manager liaised closely with commissioners in relation to what they wanted the service to provide for people, so that people’s needs would be met effectively.

People had the opportunity to discuss anything of interest during ‘residents’ meetings, such as activities, housekeeping, kitchen, care and maintenance.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s end of life wishes were sought and recorded in their care plans, if they were comfortable discussing these. The provider worked in conjunction with palliative care specialists, hospice services, funeral directors and families to deliver compassionate end-of-life care and care after death support. The registered manager stated, “Through the partnership working we enable residents to receive person-centred support that respects their wishes and dignity, while families are offered guidance and emotional support before, during and after care. We continue to offer regular coffee mornings and encourage loved ones to still visit the home once their loved one has passed, again offering that home from home support to our relatives during the grieving process.”

There were end of life assessments in place for people. These included information about the person’s spiritual, cultural or religious needs, their current frailty score, end of life prognosis, any specific wishes should the person enter end of life stage and any advanced decision to refuse treatment and any funeral plan.

Some people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms in place. These documents record a person's preferences and clinical recommendations for their care during an emergency when they cannot make or express decisions for themselves. These were signed by an authorised clinician.