Pytchley Court Nursing 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 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. A person told us, “[Staff] are kind, they work hard, and they listen. They never make me uncomfortable.” Another person told us, “I see how carefully [staff] use equipment and how they constantly communicate with people who probably can’t even hear them. If people are distressed, they comfort them.” A relative told us, “Even now that [Name] is almost totally non-responsive, they treat them with the utmost respect.” Staff described how the dementia training helped them to understand that “communication is the key” in providing care and maintaining people’s dignity. Staff built therapeutic relationships. A relative told us, “[Name] doesn't speak much and their hearing is poor. Staff are always very friendly with [Name], and tactile. One [staff] is particularly close to [Name], they have a lovely relationship.” Staff understood the impact of going into h

The service treated people as individuals and were exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person could not speak English, staff used their bespoke book containing photographs and words to communicate with the person. Staff told us they had learnt some of the person’s language and could use key words. Staff took time to find out what was unique about each person and strived to incorporate this into their lives. Some people had a wish which staff endeavoured to support them to achieve. For example, a person living with dementia used to be a pianist, staff arranged for a pianist to visit the home, enabling the person to sit at a piano and play. Staff described how the person fingers moved across the keys, “It was as though no time had passed. [Name’s] smile lit up the room.” Another person living with dementia was helped to reconnect with old friends with a shared interest in a local landmark; they had written a book about it. The registered manager told us, “Although [Name] often struggled to recall their own name, [Name] vividly remembered the trip and spoke about it with joy for weeks afterward, always with a smile on their face.” Another person had a family connection with the local football club; staff took them to the grounds to see the pitch. They were presented with the team flag which they displayed in their room. The person said they enjoyed every minute of the trip. Another person had always admired firemean after witnessing a rescue years before. Staff arranged for the local fire service to visit to have tea; the watch manager spent time with the person discussing their life and how they had thought of firemen as heroes.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Two people were involved in the panel to employ staff; they took part in the interviews and were proud of their contribution. People and their relatives were recognised for their skills and achievements and encouraged to develop these. For example, people were pet wellbeing champions, interview champions and relatives who volunteered were disc jockey and sports champions. A person used to be a handy man and a certified carpenter; they helped the maintenance staff with carrying out room checks, repair and maintenance jobs in the home. People chose how they spent their time, a person told us, “We went on Friday to Sainsburys for little shopping and for coffee, that was nice, we go for pub drinks, it’s just we need to organize it and let staff know so they can come with us.” People knew their rights, a person told us, “I do understand my rights but probably I am in a minority here: I can still speak and say what I want so I have no issues asking and staff are good at listening. I will have it no other way.” Another person told us, “I’ve made this place my own, I have my own privacy. I have lock and a key, that is how I feel very safe here. I have no issues, staff know I am ok, and I can manage my own key, I can’t thank them enough.”

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. Staff were vigilant in identifying and acting upon clues that people required assistance where they could not ask for help. For example, staff knew that one person would open and close doors when they required the toilet. A relative told us, “They know [Name] might be teary when it’s a time for me to leave so they will distract them by taking them to their room or something to see so I can go-it’s a little strategy staff suggested and its working.”

The provider and registered manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A member of staff told us, “I am very happy and proud to work here, lots of training and support.” There was a separate pod in the garden called the ‘well-being hub’ where staff, students, people and their families could spend time away from the bustle of the home. Information was available about mental health support including mental health first aiders. There was also information for staff about sponsorship, safeguarding and whistleblowing. Staff had been supported to attend a menopause conference; they used this experience to share resources and knowledge to help themselves and other staff. Staff who were on 12 hour shifts were provided with meals; staff told us they appreciated this.