Knowles 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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated 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.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us and we observed staff promoting people’s dignity and privacy, such as staff knocking on people’s bedroom doors before entering. People and relative’s comments included, “Oh yes, I feel cared for I have a right laugh with them [staff]. They [staff] are brilliant. I get a shave every day. I do what I can myself and then they [staff] help me with other things. If I can’t sleep, they [staff] come and see me and make me toast. I only drink water. I always have plenty.” We observed recreational engagement and social activities being offered that were tailored to individual’s needs.

The provider and staff at 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. One person told us “Very good at caring for me and other people living here. They [staff] know I get fed up living here. I just get fed up and they [staff] try and cheer me up. I talk to them here and they [staff] are good. They always get me a paper and look after me.” One person told us that each morning a staff member brings them in a newspaper; this was clearly a really important part of the persons day. We observed many different activities happening throughout our 2 visits. These were undertaken to ensure maximum participation, people were laughing and clearly enjoying the activities.

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. People’s comments included, “I choose my drinks and my meals. I go to bed when I want” and “I have got everything I need in that wardrobe, Baileys and all sorts.” People's independence was promoted, and they chose how they spent their time. A person told us, “I feel stronger. The help from the staff has been good. It has allowed me to get on my feet literally.”

Staff listened to and understood people’s needs, views and wishes. A person commented, “If I have a concern, I go to [name] Unit Manager or then to [name] Manager. They are both very good and sort things out as soon as they can.” Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff worked calmly, they responded to people promptly, including if they became distressed. We observed that one person was weepy as it was the Holocaust Memorial Day on the television. The unit Manager and a carer both came separately to acknowledge that [name] was sad. They responded calmly and with compassion.

The service cared about and promoted the well-being of their staff and supported and promoted staff to always deliver person-centred care. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Their comments included, “The manager and unit managers are very supportive, there has been some big improvements since the new manager arrived, you can see that by the reduction in sickness” and, “this is becoming a great place to work; I know we aren’t quite there yet but wewill be.”