Poppy Court Extra Care and Outreach

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

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 and relatives told us consistently that staff were kind, caring and respectful. People reported positive experiences of care and support. Feedback highlighted staff were respectful, kind and supportive, and treated people with dignity at all times. People felt listened to and supported emotionally, including when discussing past experiences that could caused distress. Staff were described as engaging, knowledgeable, and taking time to build meaningful relationships. One relative told us, “Staff are very caring, there’s a lot of love there.” Another relative said, “They [staff] have a deep empathy for all the residents they are caring for.”

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.

Individual likes, dislikes, life histories, and goals were well known by staff. People told us staff demonstrated respect for their backgrounds, preferences and identities ensuring these were supported and considered. Care records detailed comprehensive information about people’s past work and personal lives. This knowledge helped to provide person-centred and meaningful tailored support. One relative said, “They know how [My loved one] likes to do things, they [person] directs them. They really try which make them feel like their wishes are being carried out.” Staff gave examples of the tailored support offered. Examples given, helping people to prepare specific foods, how to speak to people with specific needs. One staff member told us, “Identify how they like it, I [staff] wouldn’t treat anybody different because of any characteristic.”

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

People were supported to pursue personal goals and interests, including attending church and maintaining routines that supported wellbeing. Relatives shared how people are given access to activities, they said “One of the things that is really good, is they put on various things and celebrate different days and events”. Another relative said, “They treat them well, I do think they go the extra mile for them.”

Staff had access to information about people’s needs and had the time to read care records and information. This included information about people’s cultural and social needs. Care records were detailed covering all aspects of person’s needs. Staff were able to tell us about people’s needs, strengths and preferences.

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 staff were available if they needed them, and they did not have to wait long if they called a staff member for assistance. People told us care was flexible and responsive, with staff arriving on time, staying for agreed periods, and responding promptly when support was requested. Call systems and intercoms were available and used effectively. One relative said, “Very good at responding, always on hand. All [Name] has to do is press their pendant and they will always come.” People were aware of the complaints process and felt confident to raise concerns. Individuals reported preferring to resolve issues informally and felt able to approach staff or the registered manager if needed. The provider carried out annual surveys as well as monthly `Have your say` logs which were regularly reviewed by head office.

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

Staff received regular training and supervision to support them in their roles. They told us they were treated well and listened to and where appropriate action taken. They told us managers were accommodating, approachable and supportive. They gave examples of fair workload, enough breaks and feeling safe. Staff organised their working patterns between them and covered shifts where needed. This demonstrated teamwork and commitment. Managers told us they rarely relied on agency staff to cover gaps in shifts as a result.

Systems were in place to share feedback with staff following compliments from people and relatives. Award ceremonies were held to celebrate staff and good practice. Staff received a well-being assessment, health passport and flexibility to attend personal appointments. The provider offered an Employers’ assistance program to staff for additional support and wellbeing was regularly discussed at team meetings and supervision.