Moor Park House 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 good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 and respected their privacy and dignity.

We asked people whether staff were kind and caring. A person said, “Yes, definitely, that is one of the best aspects of the home.” Another person said, "They are very caring. The staff are brilliant; they can’t do enough for you.” Relatives agreed, and 1 relative said, “They treat [my relative] like family, they care about her. From laundry staff all the way up to management they are all very good; they go above and beyond.” People told us they were treated with dignity and respect. A person said, “They tell me what they are doing and there are always 2 of them.”

The provider 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.

Staff knew people well and what their personal preferences were. A relative said, “The continuity of carers means staff know [my relative] well and understand her feelings.”

People were able to make decisions about their daily routines and activities. For example, people could get out of bed when they wanted and have food and drink throughout the day as appropriate.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Everyone we spoke with told us staff encouraged people to be as independent as possible. People made choices about what to wear, what to eat and drink, and what activities to participate in. People’s friends and relatives could visit whenever they wanted to; 1 relative said, “They always make us feel welcome when we visit, the whole of the home including the receptionist.”

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.

A high number of people received 1 to 1 care (where a member of staff is with someone continuously), meaning they could respond quickly to assessed needs or if someone experienced distress. We observed staff attending to people in a timely manner during the assessment.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff could access the occupational health service, and a monthly wellbeing drop-in service to support their wellbeing. There were staff incentives and reward schemes. The provider developed initiatives to include close relatives, including arranging child friendly activities such as bouncy castles during important days like Christmas Eve, to enable people and their relatives, and staff and their relatives to spend time together.