Mount Pleasant House

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.

People were treated with dignity and respect by staff who knew them well. We observed staff tailor their approach to people according to their individual needs and preferences. Relatives told us people’s privacy was respected. One commented, “[Relative] told them, ‘That’s my business and I don’t want to talk about it’ and they respected that.”

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 and relatives told us activities were arranged in line with people’s interests. For example, one relative told us their family member had enjoyed crafts and gardening in the past and were able to continue with these hobbies. However, some relatives told us they hadn’t been asked what hobbies and interests their family members had.
An activity co-ordinator was employed. They told us art and crafts ‘wasn’t their thing’ so other members of staff had protected time when they could facilitate these specific activities. A relative commented; “Honestly, [moving into the service] it just changed [person]. They love the social side of the activities, it took 10 years off them, they looked so happy.”
At our previous assessment staff had not had training in supporting people with a learning disability. At this assessment we saw the training had now been completed. This helped ensure staff had an understanding of how to support people’s individual needs.
Visitors to the home were encouraged and relatives told us they were always made to feel welcome.

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

People were able to choose where they spent their time. We observed people independently using the garden and enjoying the sun. Access to outdoor spaces is important for people’s physical and emotional well-being.
One relative told us their family member had gone to live at Mount Pleasant after a series of falls. They told us staff discreetly monitored the person, to make sure they were using their walking aid, so they were able to remain independently mobile and stay safe.

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.

Call bells were answered quickly and staff responded to any requests for support. Some people were unable to use call bells and staff checked on these people regularly. A member of staff commented, “We can give people the time they deserve.”

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 valued and listened to. Managers were described as, ‘approachable and easy to talk to.’ Minutes from a night staff meeting showed there was some flexibility in staff working patterns.