Maiden Castle 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 service involved people and treated them with compassion, kindness, dignity and respect.At our last inspection we rated this key question good. At this inspection the rating has remained the same. 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 service 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 told us they were treated with dignity and respect by all.People’s relatives said they had peace of mind and had confidence in the staff. Everyone told us staff were kind and compassionate. A relative said, “They are constantly caring.” Another relative said, “My loved one felt welcome and part of the community.” We observed many kind and thoughtful interactions and people, and staff spoke positively about each other. A health and social care professional told us, “The team at Maiden Castle House is committed to continuous improvement and demonstrates genuine concern for the wellbeing of their residents.”

The service 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 told us they were treated as individuals, their relatives agreed. Staff knew people well. Records showed the service had learned about people’s lives and interests, including their younger days and work life. A relative told us, “The registered manager and their team went out of their way to make my loved one feel comfortable and at home. They were well cared for and happily settled during their stay. They especially loved the food.” Care and support plans were person centred, and the service had explored what the person wanted to achieve including their abilities. We observed staff working with knowledge of people, providing support in accordance with their planned care. Health and social care professionals were positive about the service.

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

People had choice over how their care was delivered and how they spent their time. There was a variety of options for people to enjoy. They told us they could spend time with others or on their own in their bedroom. Staff told us visitors came to see their loved ones whenever they wished, we observed many visitors during the inspection. Promoting independence was a focus of the service and staff understood the importance. Care and support plans were written with independence in mind. A member of staff told us, “We encourage people to get independence back.” Staff had access to people’s records on the electronic care planning system. Choice and promoting independence for people was embedded into the service and within all policies and procedures.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff were responsive to their changing needs, their relatives agreed. Records showed staff attended people when they were asked, to ensure ongoing comfort. The registered manager undertook checks on call bell response times, including investigations to make improvements. Staff had sought emergency medical support as required. We observed staff attending respectfully to people’s requests and call bells throughout the inspection. Staff understood people’s needs changed and were different from time of day and on different days. A relative said, “Staff do what the person asks, they are conscientious about their needs.” The service had several opportunities to discuss people’s needs, this included daily handovers, meetings and care plan reviews.

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

Staff wellbeing was a focus for the provider and the registered manager. Staff told us they were valued and were always given appreciation by people, their colleagues and the registered manager. A member of staff said, “Senior staff say, ‘thanks’, it boosts your morale up a bit.” The provider had various recognition and staff support schemes in operation such as, employee of the month, awards ceremonies and staff representatives. There was a dedicated team responsible for staffing discussions such as, employee rights and conditions, staff spoke highly of this process. The provider and registered manager were committed to staff recognition and felt it was vital to ensure their staff team was happy.