Mulgrave House Nursing Home

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 – this means we looked for evidence that the provider met people’s needs.This is the first assessment for this newly registered service. This key question has been rated 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. People’s care records were person centred. People were supported in an individualised way. For example, 1 person had a personalised water bottle with their choice of juice. Feedback included, “The food is excellent. I get a choice; they come and ask me.” People had personalised ‘All About Me’ documents in place which were reviewed regularly. People’s bedrooms were personalised, and the general environment was homely.

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. Systems and processes were in place to support continuity of care to ensure people had access to relevant health professionals when they needed them. Staff understood people’s needs and supported them in attending appointments when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew people well and communicated with people in a way that was suited to their needs. We observed tools being used to aid communication. For example, electronic devices, and picture cards were available. Accessible documentation was provided based on people’s 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 had a complaints policy in place. People told us they were able to raise any concerns or complaints to the staff team and felt comfortable to do so. One person told us, “There are only a very small amount of problems, I had one and I told one of the nurses and it was addressed. I am happy with how it was sorted out.” Relative comments included, “If there was a problem, they would always talk and sort anything out” and “I know about the care plan, they do keep me informed and if there’s anything I need to know.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of the people they supported and worked hard to ensure that barriers were removed or mitigated against. Staff supported people to access services in a timely way, and processes were in place to ensure people did not experience any barriers in accessing care and support.

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.People were given opportunities and choices to positively impact their experiences. Staff worked hard to ensure people they supported had the same opportunities as people who did not live in a care service. For example, accessing health care, engaging in the community, participating in social activities. People were encouraged to fulfil their aspirations and goals. For example, a shelter had been built to support people to enjoy the garden. Staff worked to ensure that reasonable adjustments were in place for people who needed them to live a fulfilling life.

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. Staff supported people to make choices and decisions regarding their care plans. At the time of the assessment 5 people were receiving end of life care. Care plans detailed their preferences and choices about how they wanted their end-of-life care to be delivered, and these were reviewed regularly.