Warren 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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

At our last inspection of the service in September 2023, we found the provider failed to ensure people’s privacy and dignity was respected. This was a breach of regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this assessment of the service we found that enough improvement had been made and the provider was no longer in breach of regulation 10.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us staff were caring, and their privacy and dignity was always respected. Comments from people included, “The staff know my room is my castle and they treat it that way”, “Staff always call me by name, never dear or love” and, “The staff always ask before they come into my room and talk low if it is something confidential.” A relative told us, “Staff speak to my loved one by their name and knock before entering their room, the staff really listen to what my loved one wants.” A staff member told us, “I always knock on people’s doors before I go into their rooms, I close their windows and curtains. I make sure their privacy and dignity are always respected.”

We observed many interactions between staff and people throughout our assessment. These were positive and caring in nature. For example, staff used people’s preferred names/pronouns to address them. Staff tried to adjust the complexity of their language to meet individual needs, for example, according to people’s dementia, understanding and sensory impairments. Staff were heard to be respectful, friendly and kind, through support with meal provision, in communal areas and in people’s bedrooms. Senior staff communicated people’s medication with them discreetly and respectfully, this included when they were in communal areas.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

A staff member told us, “When I help people with personal care, I explain what I am doing and ask them if its ok to do so. I always try to promote their independence; I support people to do what they can for themselves.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

The provider told us the activities coordinator had recently left, and they were in the process of recruiting someone to the post. They told us ongoing work was required to ensure activities were meaningful and care staff were currently providing activities in line with an activity schedule. The activities included sing a long, hand massage, gentle exercises, quizzes, puzzles, knit and natter, ball games, poetry reading and reminiscence music. Comments from people included, “My loved one plays games, but it will be better when they get an activities person in” and “My loved one likes knitting and reading and the previous activities lady used to make sure she had knitting projects, but we are hoping a new one is coming.”

The provider had a visitor’s policy in place. There were no restrictions on visitors, and we observed relatives and people visiting the service freely throughout our inspection.

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 were supported to access health and social care services and appropriate referrals to a range of professionals were made when required to meet their needs. Staff worked in partnership with health and social care professionals to plan and deliver an effective service. Information and guidance from health and social care professionals such as dietitians were documented and retained in people's care plans.

The provider cared about and promoted the wellbeing of their staff.

Staff attended team meetings on a regular basis. These provided them with the opportunity for discussion about the service, care they provided to meet people’s needs and any learning opportunities. Staff told us they felt supported by management. One staff member commented, “There’s lots of appreciation which is nice and makes you want to do your job”.