A M Care Home Limited

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 Good. At this assessment, the rating has remained as 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.

The provider always treated people with kindness, empathy, and compassion. Staff treated colleagues from other organisations with kindness and respect. We observed pleasant interactions between staff and people at the service; the atmosphere was relaxed and people seemed happy. When staff supported people with tasks such as laundry or washing dishes there was pleasant interactions between all with respect shown.

When we spoke with staff, we asked for an example of how they promoted these values in everyday life, a staff member told us, “So for example medication, if we give medication, we ask them how they would like to take it, they can have it where they are or in their bedroom”.
When we asked family members if their loved ones were treated with dignity and respect comments, we received included “Yes, most definitely, feel [family member] is treated very well” and “Yes, [family member] is treated with dignity and respect.”

The staff and management team were kind and accommodating to our inspection team and worked collaboratively.
 

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We found that people were encouraged to pursue activities and hobbies that brought them happiness. 1 person at the service enjoys doing DIY work and to tinker with electronics, the provider arranged a dedicated space so that this individual could take part in painting and disassembling and reassembling small electronics. This was evidence of positive risk taking. Staff enabled them to continue with their hobby in a safe way.

A social worker who supports a person at the service told us “They acknowledge that my [person] likes beauty and so ensure she has her nails painted as a small example. They know she enjoys a cream cake in bakery so make this part of her weekly routine.”
 

The provider did not always promote people’s independence, so people did not always have choice and control over their own care, treatment, and wellbeing. In addition to points raised in other areas of this report we found that the ability for people to have choice and control in all aspects of their life was inconsistent. For example, 1 person at the service due to certain risks had a door sensor fitted to their bedroom door, there was no evidence that they had been consulted or given the choice for this to be fitted. As a result, when this was activated their movements in and out of their personal bedroom were monitored and limited their independence, privacy, choice, and control.

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.

We observed that care plans were updated with up-to-date information when needs had changed ensuring that immediate needs had been accommodated. For example, 1 person at the service had been admitted to hospital due to gastrointestinal needs and had returned to the provision less than a month before we inspected the service. When we examined this individual’s care and support plan, we saw that there was good detail and all recommendations had been followed like having a modified diet.

We also observed this during a mealtime; a planned dinner had been served. When this was served to a person at the service, they communicated to staff that they did not want this. Although communication was non-verbal staff recognised this and dished up another dinner option which was warmly received by the person and they happily started to eat.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

We observed that supervisions were done regularly where staff had the opportunity to bring concerns to management. We also saw that training was available and provided to staff to give them confidence in their job role.

A staff member told us regarding their development, “I've completed online training; I've completed almost 20 trainings last year. We also have face to face training.” Another staff member told us that they felt there was enough staff on shift to support each other and people that use the service.