Mount Tryon

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

At our last inspection we rated this key question Good. At this inspection 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 managers provided kind and compassionate support. People told us, “Carers, I can't fault, they can’t do enough, very friendly and social. Everyone gets the same standard of care.” One person shared, “The staff are excellent, super kind.” Another person told us, “The staff are nice, they are looking after me as I could not manage at home but I can manage here.”

Relatives were also complimentary of the staff team’s kind and gentle approach. A relative commented, “They make [my relative] happy which puts my mind at rest.” Another relative told us, “The staff are kind to [my relative]. They know who [My relative is] and they show an interest in [them]. One of the staff chats to [my relative in their native language].”

People’s dignity was consistently respected with staff discreetly offering support and assistance when required. One relative told us, “The staff are caring, very caring. They respect [my relatives] privacy and draw the curtains when repositioning [them] every 2 hours. They are gentle and sweet.”

People were treated as individuals and staff respected people’s preferences while meeting their needs. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

Relatives were confident the staff team understood people’s specific support needs. One relative told us, “The staff are very respectful of [my relatives] wishes.” Another relative shared, “The lovely staff know [my relative] and have built a relationship. I like the continuity.” A relative also told us, “The staff all know [my relative] and all about [them]. The [staff] are aware that [my relative] doesn’t like to press the button as [they] don’t want to be a nuisance, so the staff check on [my relative] all the time.”

Staff took time chatting with people and encouraging their engagement with hobbies, interests and activities. Specific activities were arranged in response to people’s requests. One person told us they had particularly enjoyed the mornings craft activity that they had requested. A relative told us of an event that had been arranged specifically for their family member. They explained, “They arranged for the fire service to come (Their relative had previously worked for the fire service.) They cleared the car park and a fire engine came in, [my relative] was so excited.”

The service’s volunteers also provided support with entertainment and activities. Staff commented, “There is enough for people to do, we have 4 activity staff. We have Elvis coming in today. There is always something going on.”

At mealtimes tables were set with tablecloths and napkins in a restaurant style. One relative commented, “They have all got dementia, but they still make an effort with the table settings, just because they have dementia doesn't mean they shouldn't have nice things.”

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

People chose how to spend their time and which activities to engage with. One person said, “I can do what I want, nothing prevents me.” We observed people were able to access the garden and outdoor areas safely when they wished.

Relatives were complimentary of the range of activities on offer and told us, “Lots of activities going on; balloon games, carpet bowls, flower arranging, chair yoga etc.” One relative told us, “The social activities they do there are beyond brilliant, the variety. They try to find something to do for everyone. [My relative] has found interests [they] didn’t know [they] had.”

Staff had a good understanding of people’s communication needs and preferences and ensured information was accessible to people. One relative told us, , “They know [My relative] is very deaf and doesn’t like to wear hearing aids, so they sit so [My relative] can see what they are saying.” Another relative shared, “[My relative] is non-verbal now. They’ve got to know them and their nuances.” This meant people were able to exert choice and control over their lives.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People chose how to spend their time and which activities to engage with. People said, “I can do what I want, nothing prevents me” and we noted people were able to access the garden and outdoor areas safely when they wished. Relatives were complimentary of the range of activities on offer and told us, “Lots of activities going on; balloon games, carpet bowls, flower arranging, chair yoga etc” and “The social activities they do there are beyond brilliant, the variety. They try to find something to do for everyone. [My relative] has found interests [they] didn’t know [they] had”. Staff had a good understanding of people’s communication needs and preferences and ensured information was accessible to people. Relatives said, “They know [My relative] is very deaf and doesn’t like to wear hearing aids, so they sit so [My relative] can see what they are saying” and “[My relative] is non-verbal now. They’ve got to know them and their nuances.”

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. Relatives described how People were confident when requesting support from staff who responded promptly. Relatives told us, “They console [my relative] when [they] get upset” and “The staff know [my relatives] behavioural issues and they know how to distract [my relative] and calm [them] down. They are very respectful, very caring and have a great sense of humour.”