St Anne's 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 service 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.Without exception, people told us how kind, compassionate, loving and caring staff were. A relative told us, “My loved one can often be distressed. During these times I realise how amazing the staff are, they are so patient and truly kind with them.” People spoke of ‘home’ and ‘family’ to describe living at St Anne’s Court. During conversations with staff, we understood their passion and commitment to the people living at the service. Health and social care professionals were unanimous in their positive view about staff character. Staff were extremely complimentary about the manager of the service, with one saying, “The manager is the beating heart of St Anne’s Court.” The registered manager and manager told us they respected and appreciated the kindness of the staff team. We observed many kind and respectful interactions between people and staff. The manager said, “The staff are all my St Anne’s Court angels.”

The service 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 told us they were treated as individuals, a person told us, “The little touches are really appreciated.” Staff knew people well. Records showed the service had learned about people’s lives, including their hobbies and interests. Care plans incorporated people’s wishes and goals, we observed people were at the centre of their support, through conversations. Health and social care professionals were confident people were treated as individuals and told us staff understood the needs of the people they supported. We identified the providers electronic care planning system was not always accurate. The registered manager acted to rectify this by reviewing information and creating a plan for improvement.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Promoting independence for people was a focus for the service, supporting people to maintain and regain their abilities was important. Staff told us of various ways they encouraged people to make choices and live their lives the way they wanted. We observed people and staff discussing choices and options throughout the inspection. Staff supported people to gain confidence. People and their relatives told us they were confident staff wanted the best for them. A person said, “Staff are not friendly carers; they are caring friends. We are a family.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People told us staff were there when they needed them. A person told us, “Staff make sure people are comfortable at all times, with everything, I watch them, they don’t make a fuss they just help people.” Staff overwhelmingly told us the best thing about St Anne’s Court were the people living there, they said they were devoted to making sure they were comfortable and happy, this was demonstrated consistently during our observations of staff and people. A member of staff said, “The residents here are the best, knowing that you are helping them. It’s the little things, even if they just give you a smile, then I am happy.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. St Anne’s Court was a smaller service and people, their relatives and staff spoke of ‘a family home.’ Staff told us overwhelmingly they felt appreciated and supported by the manager. The registered manager told us there were plans to formalise staff recognition schemes.