Ivy 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people felt well-supported, cared for and treated with dignity and respect.

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. We observed staff were kind and caring and responded to people well. One person was upset thinking about their spouse. Staff were compassionate and spoke gently and in an understanding and supportive way. Staff were patient and supportive throughout their interactions and demonstrated understanding and gave reassurance.

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, "Staff are lovely, yes. They help me and are brilliant mostly. I have only been here 8 days but I can't complain too much. I get to choose what I do."

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported and encouraged to make choices and maintain their independence at mealtimes. One person told us, “Staff are good and I can decide what I want, such as, I like to eat dinner in my own room mostly." Another person said, “The girls are smashing. I get to do what I want.”

The service 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’s communication needs and preferences were recorded in their care plans. We observed staff were caring and considerate when supporting people who were upset and distressed. One person said, “The staff are really good. It is my second stay here and I can't complain at all." Another person was full of praise for staff, “The [staff] here are lovely. You could not wish to meet nicer. They are the kindest people. I stay in my room mostly. That is my choice and they respect that."

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The management team supported the staff appropriately. A handbook with all the company policies and procedures was made available to all staff. It contained details of an independent employee assistance programme which provided access to a counselling service and also covered all aspects of life challenges, including financial, legal and consumer advice.