Quay Court Care Centre

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 and their relatives told us they felt well cared for. Comments included, "We're very well looked after here”, “The staff are there for us (relative) too, we know she’s safe” and “Staff are really lovely with (person) and (staff member) is especially good, she always offers me a cup of tea”.

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. The diverse needs of people using the service were met. We saw one example of how the registered manager had responded to people’s needs and supported them effectively in relation to following their chosen faiths. There was a positive open culture at the service that valued people as individuals and looked for ways to continually improve people's experiences and outcomes.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care records highlighted what people could do themselves and where they needed assistance. People and relatives told us staff supported people to maintain their independence. One person we spoke with told us, “The staff are always lovely, and they respect my independence”.

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. We observed staff were kind and compassionate and showed they had formed a strong relationship with people and knew them well. For example, one person experienced a fall, staff were quick to respond and ensured the person was cared for appropriately and sensitively. We observed the staff member making a call to the persons relative, throughout the call staff were compassionate and helpful. A relative told us, “The care is wonderful”.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Without exception all staff we spoke with told us they felt supported by the registered manager and provider. One staff member said, “The support here is excellent”.