Mulberry Care 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

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 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.

We observed people receiving support from staff who were kind, compassionate and respectful. People and their relatives gave consistently positive feedback about the caring and dignified approach of staff.

People were treated with dignity and respect and were involved as partners in their care. Staff respected people’s privacy by knocking and announcing who they were before entering people’s bedrooms.

One relative told us, “[person] is warm, is clean and cared for and they knock on [persons] door before going in. I have been there, on my own in the room and they didn’t know I was there and they still knocked on the door, so I know that they check on [person] regularly too.”

Staff understood the importance of maintaining confidentiality and ensured personal information was only shared appropriately and discussed in private.

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 consistently treated people as individuals and were able to tell us about people’s lives from before they moved into the home, as well as their preferences and interests. Care plans also provided clear and personalised information about people. One relative told us, “The staff take the time to get to know them and support them how they like things done.”

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

People and their representatives told us they were supported to maintain their independence, had their choices respected and felt they still had control over their lives. For example, people could choose how to have their bedrooms furnished and whether to have their names and personal items on display outside their bedroom doors.

An activities coordinator delivered a range of person-centred activities to meet people’s individual needs and preferences. During the assessment, we observed a variety of activities taking place across the home. We observed staff interacting with people, supporting them to take part and enjoy the activities provided. People were engaged and enjoying the activities, with positive and supportive interaction from staff.

People were supported to have control over their day-to-day choices and routines. Staff had developed positive, respectful relationships with people using the service, enabling them to understand individual preferences and support needs. Staff had also developed positive relationships with people’s relatives, which helped them understand people’s preferences, including where people were unable to express these themselves.

One person told us “I wanted a room upstairs overlooking the garden, when one came available, the Manager sorted it, so I could move in there”

Care plans reflected people’s individual preferences, including where they wished to receive their care. This meant staff understood the personalised care people wanted, that respected their choices, promoted their independence, and helped ensure support was delivered in a way that was meaningful and comfortable for them.

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.

On the day of the assessment, we saw evidence of staff responding to people’s call bells within a reasonable timeframe when support was required. This meant people’s needs were met promptly, reducing the risk of distress and ensuring their safety and wellbeing were maintained.

When people changed their minds, for instance at mealtimes, or choosing where they wanted to spend their time, staff were responsive to this. They were patient and helped people communicate their needs.

External professionals raised no concerns about the responsiveness of staff or leaders in terms of their oversight of people’s needs and how they responded to them. Staff made prompt referrals to healthcare professionals when required. For example, when one person was losing weight, the manager spoke with the GP and a referral was made to a dietician.

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

Staff told us they felt well supported and were able to discuss their work with the management in individual and team meetings.
 

Staff spoke positively about their jobs and told us they were happy in their work. Staff said they had the training needed to do their jobs well and training records confirmed this.

One staff member told us, “This is a very good place to work. We have a culture that promotes teamwork and I feel can speak out if I feel the need, we are open and honest about our home.”

Another staff member told us, “This is a good place to work, I’ve been here a while now, I am supported. The manager is very supportive. We are free to express any thoughts, ideas or concerns we may have.”

This meant staff’s wellbeing was supported appropriately so that they could continue to provide good care for people.