Mulgrave House Nursing Home

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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 people with care, kindness and respect. Staff had developed positive relationships with people and supported them in a dignified way, maintaining their privacy. We observed a staff member closing the door to give a person some privacy. People’s comments included, “Yes, they shut the door and curtains when I am getting dressed. I can’t fault them with that. They are very nice to me.” One relative told us, “They put a towel on [Name] to cover [Name] up. They are lovely.”

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. Records included people’s preferences and wishes, likes and dislikes. Staff knew how to communicate with people to ensure their needs were consistently met in an individualised way. Choice was respected and people were supported to make choices. We observed a person making a choice about how they would like to spend their day, they said, “I think I’ll stay here today.” Feedback from people and relatives included, “I can do what I want to” and “[Name] can go to bed when she wants to.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans outlined people’s abilities and areas where support was needed. The well-being coordinator ensured a wide range of activities were available to suit people’s individual needs and preferences. Comments from people included, “A singer came yesterday and was dressed like someone from the Army. We sang all kinds of army songs and I danced in my chair. It makes me feel happy,” “There are things to do here, I choose to stay in my room, I like to read” and “I chose breakfast, the eggs are perfect.” Relative comments included, “They do baking in the kitchen and put sixties music on for [Name]” and “They have been to Leeds United in the summer.”

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. Observations throughout the assessment showed people’s needs were responded to without delay. Staff understood the people they supported and acted quickly to reduce distress. For example, 1 person showed signs of distress and attempted mobilising alone unsafely. Staff responded quickly with skilful communication, kindness and appropriate intervention to support the person safely to their seat, meaning the person’s distress was momentary.

The provider did not always care about and promote the wellbeing of their staff. We received mixed feedback from staff regarding their wellbeing. Some staff told us their wellbeing at work had not been considered and the leader’s approach was inconsistent. However, other staff felt their wellbeing was considered in the workplace. Team meeting minutes showed staff had raised concerns regarding tiredness, and a record from a staff survey highlighted staff did not feel supported by management. Actions had not been put in place to address these concerns. Improvements were needed to ensure the wellbeing of all staff working at the service.