Mulberry Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were person-centred and placed people’s needs, preferences and personal histories at the centre of the support provided. Care plans included detailed information about people’s backgrounds, interests, dislikes and what was important to them, such as their life history, hobbies, daily routines and personal preferences, to support staff to provide personalised care. Easy read versions of care plans were also available, using symbols to help people better understand their care. People confirmed staff supported them in an individualised way that evidenced staff knew people well.

Staff demonstrated a good understanding of people’s individual needs and preferences and adapted their approach accordingly. They were able to communicate effectively with people, including those who were unable to express themselves verbally.

People’s bedrooms were personalised in line with their preferences. Photographs displayed around the home showed people taking part in activities, reflecting a positive and inclusive environment.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

There were consistent members of staff supporting people, which meant continuity of care was maintained. This helped ensure staff understood people’s needs, preferences and routines, leading to more personalised and effective support.

One person told us “They know me well, the activity coordinator brings me books I like from the library”

Staff worked effectively with health and social care professionals. A range of professionals visited the home regularly to review and respond to people’s needs. Referrals were made promptly to appropriate services, such as speech and language therapists, occupational therapists, GPs and the falls team, when people’s needs changed.

Staff supported people to settle into the home and worked to ensure they felt comfortable. Families and representatives were kept informed and involved and feedback indicated people were happy with the support they received. This meant the service was meeting people’s needs and providing care in a way that promoted their wellbeing and satisfaction.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff used a range of communication tools to ensure information was accessible to everyone. This included picture, visual aids and easy-read documents. The home produced a monthly newsletter in an easy read format. One relative told us, “The manager always updates me with any changes to my relative”

Staff told us they had access to the service’s policies and procedures in both electronic and paper formats and stated they were aware of how to find this information. This meant staff were well informed and able to follow up-to-date guidance, to ensure people and relatives received information in a way that suited their individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider sought feedback from people and those close to them through surveys and meetings. This helped ensure people’s views were listened to and considered. Where feedback identified areas for improvement, development plans were put in place to drive change and improve the service. For example, people told the provider they enjoyed spending time in the garden. In response, the provider increased the number of activities held outdoors, including social events and one-to-one sessions, where possible. This meant people were able to spend more time doing something they enjoyed, supporting their wellbeing and promoting meaningful engagement.

One relative told us, “The communication from the home has been brilliant. The manager is great. [Person] is always good, and I speak with staff, the carers.”

This showed the provider actively listened to people, valued their feedback and used it to make improvements, supporting a culture of continuous learning and person-centred care.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff and management supported people to access external healthcare resources when they needed, as well as having regular visits to the home from people such as the GP, dentist, optician and chiropodist. People’s care plans also contained evidence of regular appointments with healthcare professionals.

We observed a staff member coming on duty specifically to support a person living with dementia to attend a hospital appointment. This demonstrated that the service used staffing flexibly to ensure people could access external healthcare appointments safely and without delay, supporting equitable access to healthcare services.

One relative told us, “[The service is] very good, they phone me if there is anything I need to know- they arrange for the GP or a doctor to see [person] if they are unwell. [Person] can still walk and hasn’t had any falls since moving there.”

This meant the staff worked proactively with healthcare professionals to monitor and respond to people’s health needs. People had good access to routine and specialist support, and staff took appropriate action when concerns arose. This demonstrated a coordinated approach to care, helping to maintain people’s health, reduce risks such as falls, and achieve positive outcomes.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider worked in line with equality and human rights legislation, ensuring people were not discriminated against and that their diverse needs were recognised and respected. Staff were aware of potential inequalities and took action to reduce barriers and improve people’s experiences.

A relative shared that when their loved one’s needs changed, staff proactively adapted the environment by moving their bedroom downstairs. This demonstrated the provider’s commitment to providing tailored care, ensuring equitable health outcomes by offering bespoke support rather than a one-size-fits-all approach

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Where appropriate, DNACPR (Do Not Attempt Cardiopulmonary Resuscitation) records were in place and staff were aware of these.

Some people had recorded detailed preferences for the future, including end of life care, religious wishes and arrangements important to them. People were also supported to discuss these preferences where they wished, and their decisions were respected if they chose not to engage in these discussions.