Lady Jane Court Care Home

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

People were treated wit kindness, respect and dignity and treated as individuals. Staff were attentive and responsive to people's needs. People were supported and enabled to maintain contact with friends and family.

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.

Feedback was positive about how well staff provided care that was kind, caring and compassionate. A relative said, “The staff are wonderful, very caring, kind and compassionate.” Another relative said, “There are a lot of staff, who are excellent, and [relation] really gets on with the day-to-day carers, they are kind, caring and jolly and [relation] likes that very much.”

Staff were knowledgeable about people’s individual care and treatment needs, preferences and routines. Staff were able to tell us about how people who could experience periods of emotional distress were supported. Staff were respectful in how they talked about people and showed a genuine caring and compassionate approach. Staff were also aware of the importance on confidentiality. A staff member said, “Records are electronic, and any paper records are locked away.” Staff gave examples of how they respected people’s privacy. A staff member said,” We are always polite, knock on people's doors and wait for a response before entering and respect people's choices, routines and decisions.”

Feedback received from external professionals confirmed how well staff worked with them, they confirmed communication and professional relationships were good.

Our observations of staff engagement with people were very positive. We saw staff maintained eye contact with people when talking to them. They were kind, caring and patient, providing reassurance and assistance when required. Staff initiated conversations and had time to spend with people.

People received care and treatment that was based on their individual routines, preferences and wishes. We were told by one person, “You wouldn't get any better anywhere on earth. It's better than being at home.” A relative said, “Relation loves to be sociable, and gets on well with others, and here they have an opportunity to do so. They can do what they like when they like.”

Staff consistently told us their aim was to provide care and treatment that was person centred. In our discussions with staff they clearly had a good awareness of people’s cultural, religious and communication needs and told us how these were met. An example was given of how cultural preferences impacted on dietary needs and how this was respected. A staff member said, “It’s important to remember that each person is different.”

We observed positive interactions and engagement between staff and people. Staff were attentive and responsive to people's individual needs.

Staff had received training in equality and diversity as part of their induction to ensure all colleagues had a good understanding of the importance of respecting people’s individuality and protected characteristics. The provider’s core values of treating people with dignity and respect was known, understood and upheld by staff. The provider’s GDPR policy ensured confidential information was managed safely and respectfully and in line with legislation. The well-being team ensured people received daily opportunities to participate in a variety of activities based on their interests, hobbies and pastimes and were discussed at a monthly meeting with people. The provider worked well with external professionals and promoted positive and respectful relationships. An example of this was a monthly 'blue light breakfast', where 'blue light' professionals joined people for a complimentary breakfast.

People told us their independence, choice and control was supported and respected. People confirmed there was a varied activity programme available, including external entertainers and visitors, opportunities of pastoral care and community visits. One person said, “I feel fully involved in my care, my needs are known and my wishes respected. There are activities and community opportunities and my family visit regularly.” A relative said, “[Relative] can do what they like when they like. They are now taken out quite often, this is one thing we raised with the home, that perhaps there could be outings, and now they go to really interesting places; it’s a two-way exchange which is very gratifying.”

Staff understood the importance of promoting choice and independence. This included equipment used to promote safety but also independence such as walking aids. Staff told us how they involved people in discussions and decisions about their care and treatment. A staff member said, “We respect people's choices, routines and decisions. We involve them as fully as possible in their care and support.“ The chef told us how they were available during food service to check on how meals were being received and enjoyed so that the menu could be adapted. The wellbeing activity coordinator told us how people’s interests, hobbies and pastimes were taken into account in the development of the varied activity and well-being programme provided.

Staff were seen to be promoting people's independence and choice making.

People were supported and enabled to maintain contact with friends and family. There were no restrictions on visiting. A private dining room could be booked for individual private celebrations if required with a bespoke menu. The registered manager was exploring voluntary opportunities to broaden the opportunities for people to develop new friendships. As part of the well-being programme, people received opportunities to access the local community, the provider had a designated vehicle to support community visits. Monthly resident meetings enabled people to be consulted and involved in discussions such as the menu and activities, this promoted choice, control and independence. The provider had equipment such as the use of assistive technology to support people's independence. The home had a variety of additional a supplementary rooms for use by in house staff, visiting professionals and therapists or family and friends. For example, a nail salon for those who wished to use it. There was also a cinema room used for group activities as well as being available for those wanting to watch a film or sports event independently if they wished. There were spacious bathrooms, available for people who wished to bathe. This included an accessible bath which had a water-proof call bell unit. An entrance area to the bathroom enabled those providing support to give the person dignity while they bathed by being able to withdraw from the main bathroom area.

People confirmed staff were attentive and responsive to their individual needs. One person told us, “Staff are all very polite, caring and kind, nothing is too much trouble.” A relative said, “ The staff are really good, without exception.”

Staff told us how they worked together to ensure they could respond to people’s needs quickly and effectively. This included staff having good communication and organisation and having a presence in communal area. Staff told us by developing a positive relationship with people, getting to know them well via care plan guidance, and spending time with them, this enabled them to quickly pick up on signs a person was not well and how they could anticipate needs.

Staff were attentive and support was available whenever people needed it. We observed a good staff presence throughout the service. Staff communicated well with people and attended to their individual care and support needs.

Staff were positive about the support they received. They told us they were happy in their work. They said that the appointment of the new registered manager was positive, as they felt they were given better guidance and direction. A staff member said, “Work is manageable, it can be very busy, but I don’t I don’t feel overwhelmed, it’s good staff team. The manager is very good, gives us clear direction and communication. It’s a good place to work, I have no concerns about safety.” The registered manager told us staff received regular opportunities to discuss their work, development and support needs, they had an open door policy and staff well-being was important. There was flexibility of staff shift patterns, there was an employee of the month scheme and a monthly staff budget available for well-being. Staff also had access to an employee support service. Staff also had opportunities for personal and career development. The registered manager clearly valued the staff team.

The provider had the following policies that supported them and the staff team; Staff training; Staff supervision and appraisals; whistleblowing; and freedom to speak up. The policies were current and offered information and guidance to assist the staff. The provider had workforce systems and processes that supported staff to provide consistent, person centred care.