Charles Court Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked at 1 quality statement. We looked for evidence that the service encouraged people to be independent and have choice and control over their lives. At our last inspection we rated this key question good. At this assessment we did not assess all quality statements within this key question. The overall rating for this key question remains good based on the findings at the last inspection.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and relatives told us they were supported by staff to be independent and have choice and control where possible. Staff supported people to make everyday choices such as how they chose to spend their day. For example, one relative told us, “[Person’s name] prefers to stay in their room and choices are upheld.” The person told us, "Staff do come in and have a chat with me." People had opportunities and access to social events. This included, active minds, fun chair exercise, pastoral visit, live music, and sensory and pet therapy. Two people told us, “Most days there is something to do, we have a side club, comedians, guitarists, we don’t hold back. There is also a memory man who comes regularly each week. We really enjoy it.” People’s wishes were respected; they were supported to have choice and control over whether they participated in these or not. However, people and relatives told us they did not always have a choice in relation to food. People’s relatives confirmed they were welcome to visit without any restrictions.

Staff planned activities and events with people. Staff had facilitated a Mary Poppins café which is going to be implemented on a more regular basis. Staff understood the importance for people to maintain relationships with people who were important to them.

We observed people had access to a range of activities throughout the day and people were complimentary about them. We saw a ‘You said’ ‘We did’ notice board. One person said, “I would like to receive holy communion in the privacy of my room.” This was arranged as per request, and they now visit once a month. Another person said, “I would like to have help with me getting back on my feet and being confident walking again.” A personalised exercise programme was devised following a thorough assessment process and the person now has a weekly one to one session with a physiotherapist. We observed staff promoting people’s independence by encouraging people to do things for themselves and making choices. For example, choices of where they wished to spend their time, with activities and where they ate their food. Staff were observed to encourage people to eat as independently as possible.

Systems were in place to gain people’s feedback. This included resident’s meetings. However, these seemed to focus mainly on activities and upcoming events. Relative’s meetings were held, and surveys were sent out to gather people’s views and improve service. However, the management team were open and honest in respect to lack of responses received from the surveys. Satisfaction surveys were sent in October and the management team were awaiting feedback. They told us once they had received the results, they will complete a robust action plan. In addition, the management team also told us they would arrange a relative’s meeting to address the concerns raised during our onsite assessment and update their ‘You said we did’ board.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.