Meadow View

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 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.

Staff and leaders were kind and considerate in the way that they spoke to people, adapting their communication to meet the needs of individual, for example by bending down and making eye contact with people who may be visually or hearing impaired, and using flashcards for people who responded to these.

Staff cared about people and this showed in their approach and willingness to go the extra mile. For example, some staff would call in to the care home on their days off to spend time with people.

Staff engaged in games and laughing and joking with people, which added to a warm and relaxed atmosphere.

One relative told us, “[Person] has some brothers and staff send them all cards and presents. The manager will send us updates about [person].”

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 were engaged in activities which met their individual needs and preferences. For example, one person was being supported to play a board game in a communal area, whilst another was reciting the names of objects on flash cards. One the other side of the room, some people were looking at images of sea life which were being projected on to the floor. People who did not wish to take part in particular activities had their choices respected.

At mealtimes, people were given a choice of what to eat, with alternatives being offered if the main meal was not to their preference. Staff told us choices of meals offered to people who could not communicate their wishes were based on their response to previous meals which they had enjoyed eating, with new options being introduced gradually and not continued if the person disliked them.

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

Staff offered people choices wherever possible so they felt in control. For example, staff were observed asking: “Would you like a yoghurt?” then checking with the person that they were happy with their choice. Staff organised activities for people based on their preferences. For example, some people enjoyed going out to the supermarket or to a café, whereas other people found being in loud spaces anxiety-inducing, so they were supported to access the outdoor area at the care home, or the sensory room.

One relative told us: “They get food choices from the set menu with good variety available.”

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.

Staff and leaders described how they knew each person and their communication needs very well. “[Person 1] is able to verbalise their concerns. [person 2] will bang their head if they have a headache, and [person 3] will become pale and withdrawn if they feel unwell. We then know that something is wrong and can support the person accordingly”. The provider’s knowledge of people helped them to support them in a positive way and spot signs they may be distressed and unable to communicate their needs.

Staff were observed regularly checking if people were okay, offering them drinks and food, offering to play games, and supporting people to access the sensory room.

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

Staff told us they felt happy and supported. Many staff had worked at the provider for a number of years, and there was a stable staff group with few agency staff being required to cover shifts.

One staff member told us: “The provider gives us time to read the care plans and there are enough staff to support people.”

Another staff member told us of how they had progressed from a care worker to a team leader position and said that they felt supported to develop their skills.