Meadow Park

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 service involved people and treated them with compassion, kindness, dignity and respect. 

At our last inspection we rated this key question good. At this inspection the rating has changed to outstanding. This meant the service is exceptional at maximising the effectiveness of people’s care and treatment by assessing and reviewing their health, care, wellbeing and communication needs with them.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with great kindness, empathy and compassion and respected people’s privacy and dignity. Staff communicated with people in a caring and compassionate way. They gave people time to respond, listened to them and provided sensitive support to ensure people's needs were promoted. There were several examples of where staff worked with people in a caring and compassionate way to alleviate people’s distress and discomfort. For example, a ‘memory box’ was created for each person in cooperation with relatives and filled with items of interest for the individual which were relevant to them. Staff used these boxes to sit with individuals, including during times of distress, encouraging them to look through their personal items. This created meaningful 1-to-1 time, helping the person feel engaged and content while reminiscing about their past. For 1 person, who was often distressed, the benefits of their memory box allowed them to overcome their embarrassment and to have time away from others. The items in their box reinforced their identity and reminded them of their previous achievements. We observed memory boxes in use for other people, and it seemed to have a cathartic and beneficial outcome for them. For a person living with dementia, staff had thoughtfully equipped their room with a music centre, which played tranquil music, they had also obtained sensory equipment and a light projector to display coloured lights and patterns to help them relax.

People and relatives were very positive about the kindliness and caring nature of staff. Their comments included, “Staff are kind. They are full of fun, you need it, a lot of laughter”, “I cannot think of anything I am not happy with”, “The staff are very good, very caring and clearly see it as a vocation not a job” and “I trust the staff. I did a lot of research about homes, it was my choice, the home has a good reputation.” Staff always treated colleagues from other organisations with kindness and respect. A professional commented, “I have worked with Meadow Park for several years now and always find the staff approachable and kind to myself, clients and their families. Feedback from families at annual reviews is very positive and many are heavily involved.” 

People enjoyed festivities and Christmas celebrations. Staff bought thoughtful, personalised gifts for people which were meaningful to them. Examples included, a framed picture of Newbiggin by the Sea, for a person who had lived all their life in Newbiggin. Another person received a personalised cushion with a picture of them and their relative together, and another person who practiced their faith but was bedridden received an illuminated cross which played hymns when switched on. These personalised gifts brought great comfort to the people.

Staff treated people as individuals and ensured 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 had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. A staff member told us, “We try to fit activities with individuals, for example, on the ground floor the men tend to prefer dominos rather than arts and crafts.” The registered manager told us, “We are keen to seek out people’s biography, lifestyle, hobbies, family, holidays, pets, cars and career. We involve our relatives to share stories and complete ‘A Getting To Know Me Booklet’ to support us to build new memories within Meadow Park.”

Detailed person-centred information was collected about people's religion, likes, dislikes and any cultural preferences. A relative commented, “Staff do stuff [Name] likes, they have won a couple of quizzes, [Name] loves history and was a good artist. Staff have done some artwork with [Name].” A person told us, “I do not like cream, staff know that. They know I love rice pudding and chips.” Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. Staff established consistent and trusting relationships with people which enabled people to relax with the support provided. There were several examples of where staff had gone 'the extra mile' to provide exceptionally caring and compassionate support. Staff provided end of life care that was individual to each person, they respected people’s wishes and provided support as they had stipulated when the time care, whether it be if they wanted music playing, or a calm and silent atmosphere in their room. They involved people, with capacity in the decision-making process about if they wished to be resuscitated and how pain relief, when required, was to be administered. For example, a person only wished to receive oral pain relief, so they remained aware and in control of their decision making for as long as possible. This was respected and honoured by staff and partners and the person died with dignity in the manner they wished.

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Independence and autonomy were promoted, whatever the level of need, and this was at the centre of the care and support that people received. People were supported to achieve a level of independence and to be fully involved in decision making and control in their lives. A person commented, “Staff know I am very independent. They let me decide on things. They check on me in the shower but let me do it myself.” Another person told us, “I like the staff banter, the fun side. Staff know I can think for myself, I make all my own choices.” Detailed care records documented how people's independence was to be promoted.

The activities co-ordinator sourced a varied range of individual and group activities and entertainment for people to enjoy both inside the home and out in the community.” Another staff member commented, “If there is no activity person on duty, staff will try to do so activity with people. There is an activity cupboard with a variety of resources including jigsaw puzzles suitable for people with dementia with fewer and larger pieces.” People and relatives’ comments included, “There was an Hawaiian party, it was really good. [Name] is not bored, [Name] goes out with their friends on a Friday for a couple of pints”, “I often sit in the garden, I take a book out”, “There is enough going on, they have singers quite often” ,“School children come in and we do painting and Lego” and “We arrange themed days and events.”

Staff listened to and understood people’s needs, views and wishes. A person commented, “The hairdresser cheers me up. When I get my hair done.” Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. Staff worked calmly, compassionately and staff on other units responded to people promptly. Staff worked very closely with people. They invested time in ensuring they were given the right level of support to promote their understanding.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The organisation was a caring and supportive organisation that had several initiatives and support groups in place to benefit staff. These included, a discount app, counselling service, cycle to work scheme, death in service benefit, eye test and glasses check, programme of health screening, financial and legal support, rewards and recognition scheme giving financial rewards to employees and training and development. Staff provided very positive feedback about their experience of working at the service. Their comments included, “I am very well-supported”, “The organisation cares about people and staff”, “Staff work well together and support each other” and “I enjoy coming to work, it does not feel like a job.” Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. A staff member commented, “The staff meeting is a good forum, we feel listened to, and any suggestions are considered.”