Maidstone Care Centre

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 75 (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.

People felt the carers were polite and caring. A person said, “The carers are lovely, everything is okay here.” Another person said, “It is like living at home with my own family.” Another person said, “I think they are all brilliant at what they do.” A relative told us, “[Staff are] always holding [person’s names] hand and chatting and that’s exactly what [they] want.” A professional said, “Maidstone Care Centre are incredibly caring towards the residents they are treated and cared for like a family.”

People’s care records instructed staff on how to provide dignified care and staff were aware of how to do this. A staff member said, “When you are washing them close the door. Explain what you are doing to them. Don't touch them without telling them or asking them for permission.”We observed staff supported people in a caring manner during the inspection.

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.

People received care and support in line with their needs and preferences. For example, the home encouraged people to maintain and practice their faith where this was something they wanted to do. During our inspection we observed the home celebrating a person’s birthday. The person was delighted and said, “Thank you for doing this for me. It made me feel special. Without you I do not think I would have done anything.”

People’s preferences were considered and supported. For example, a relative told us their relation wanted a ground floor room. Although when they moved into the service there were none available the maintenance man supported the person to view a room on the ground floor when it became available. The person had their room decorated as they wanted it and was very happy in their preferred room.

The home did not impose any visiting restriction. A person said, “I like it here. You can have visitors when you want."

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 given choice and control over their care. We observed staff asking people what they wanted to eat or drink, where they wanted to be and how they wanted to spend their time. A person told us they were given choice. They said, “We could have a fried breakfast every day if we wanted.”

Staff told us they respected people’s choices including people’s right to refuse care. A staff member told us, “We try a different staff member, approach or time [if a person refuses care]. We document it but never force them. We speak to family for support. Sometimes they give you ideas or information to help. We act in the best interest. We discuss it with the nurses and the person's relatives, and we decide the best interest decision.”

People were encouraged to maintain their independence where possible. A person told us, “I clean my own teeth.” Another person said, “I can do some of my personal care. I wash myself and brush my teeth.” And “They encourage me to do what I can.” Staff confirmed they encouraged people to maintain their independence where they were able. A staff member said, “Give them flannel to wash their face or down below if they can."

The provider listened to and understood people’s needs, views and wishes. People told us, “The staff look after me.” A person said, “I can shower whenever I want. I get up and go to bed when I want.”

People’s care records contained information about how they liked their care needs met and whether they had any particular routines or preferences. These records guided staff to be able to meet people’s immediate needs.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, we observed staff offering a person support, the person was anxious and staff remained calm and explained what they were doing. Staff supported people’s emotional well-being. A person said, “If I get anxious, I can talk to the staff.” A relative told us their loved one experienced fluctuation in their emotional well-being. They said, “The staff know that and know the triggers.” Another relative said, “Fantastic job, [staff] dealt with [my relatives needs] and made visiting [them] easier."

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

Staff received regular supervision to ensure they understood and carried out their roles well. A staff member said, “We get supervision regularly one-to-one by the deputy or nurses. I had a supervision 3 weeks ago. It helps me reflect and sit up to improve in my job.” Another staff member said, “They help me a lot. If I don't know anything, I ask them, and they help me. I get training and supervisions."

The management team used daily meetings, staff team meetings and staff surveys to gather staff feedback and share important information about the service and care delivery.

Staff felt the registered manager supported their well-being. A staff member said, “I feel supported. I can speak to her, and she listens. She listens and she does something to make things better."