Mulberry House

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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. For example, we observed that people were spoken to with respect, kindness and interacted with positively.

Staff knew people well as individuals and this supported their care, support and treatment meeting their preferences. For example, people had keyworkers who were matched with people based on their rapport. This supported people in planning and achieving goals such as those relating to their health or activities.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.
Although staff supported people with some daily activities, we found they were not encouraged or supported to prepare or cook their own meals. This meant people missed potential opportunities to develop or maintain important life skills and exercise greater independence. The provider told us they were aware of this shortfall and recognised the need to involve people more in meal choice and preparation. They told us they were planning improvements to ensure people have greater choice, involvement and control in this area.
 

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. For example, one person expressed they were experiencing discomfort, staff immediately responded, offering pain medicines.

The provider cared about and promoted the wellbeing of their staff. A staff member said, “I was well supported, the staff helped me in understanding how supporting each person and showed me the procedures about what to.”