Mountjoy Road

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 changed to requires improvement.This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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. Staff treated colleagues from other organisations with kindness and respect.

Staff were compassionate, kind and caring. They consistently supported people in a respectful and dignified way. Observations throughout the assessment showed positive, trusting relationships between staff and people. One relative told us, “They take good care of [Name].” Visiting professionals were welcomed into the service.

Staff treated people as individuals. However, the provider did not always make sure people’s care, support and treatment met their needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

A lack of robust care planning, review and record keeping meant people’s current needs were not always accurately assessed, motored and managed. Therefore, we could not be assured people’s needs were always met. Some people’s records included information about their personal life histories whilst others required further detail. However, staff knew people’s preferences, likes and dislikes. They promoted people’s individuality within the environment, when supporting personal care and during daily activities.

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

People were involved in making decisions in relation to their daily lives and supported to maintain relationships with loved ones. They were able to choose activities and enjoy things that mattered most to them to enhance their overall well-being. For example, 1 person told us about how they were supported to maintain their relationship with their partner and 1 person told us about their regular horse-riding activities.

Staff supported people’s independence. During the assessment staff were observed supporting people in ways that demonstrated patience, kindness and gentle encouragement to do the things they could for themselves.

The provider did not always assess or record people’s needs which meant we could not be assured they would consistently and effectively be responded to.

The registered manager told us people did not have personal behaviour support plans in place to guide staff regarding intervention when someone was exhibiting distress. This meant staff lacked information to support them in recognising the signs and providing consistent, individualised support when people were experiencing distress.

During the assessment we observed staff responding to people without them having to wait.

The provider cared about and promoted the wellbeing of their staff. However, they did not always enable them to deliver person-centred care.

Staff told us they had a good relationship with the registered manager and felt supported. One staff member told us, “I am very much supported.” However, accurate guidance was not always provided via care plans and risk assessments to enable staff to fully understand people’s needs and consistently deliver person-centred care.

Resources were available via self or organisational referral to support staff wellbeing.