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

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Previously the provider was in breach of legal regulations in relation to dignity and respect. At this inspection, enough improvements had been made, and the provider was no longer in breach of regulation.

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity.

At our previous inspection we identified people were not always treated with kindness and care. At this inspection, we found improvements had been made and people told us they were treated well.

To focus on improving the culture of the service, the provider was not operating at maximum capacity and had limited the number of people they provided care to. Measures taken included the provider working with external professionals and making significant changes to the staff team.

There was a calm and friendly atmosphere during the inspection. We observed positive interactions between people and staff. People appeared comfortable in the presence of staff. We observed staff maintaining people’s dignity, such as using screens to protect people’s privacy during moving and handling procedures in communal areas.

Staff knew people and their routines well.One staff member said, “We are trying to keep the home calm, keep people safe and happy.” Another staff member told us, “I support individuals to make day-to-day choices, maintain their independence, and stay connected with family and friends.”

Relatives were complimentary about staff. Comments included, “I find all staff very kind”, “Staff are very good at asking [person] what they want and trying to accommodate. When [person] refuses care, food or medicines, staff will respect [person’s] decision and attempt to support them at a later time. They are very accommodating and patient with [person]”, and “One of the teams’ greatest strengths, despite [person’s] limitations, is that the team take [person’s] dignity and privacy very seriously and are very kind.”

Health and social care professionalswere complimentary about working with the service.

The service 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.

Since our previous inspection we found improvements had been made and people were now consistently treated as individuals.

Staff spoke to people in a respectful manner and used their preferred names. We observed some of the activities taking place which included a quiz, baking and bingo.

The manager told us the activities schedule was constantly changing and improving.

The service planned to employ additional activities staff to further develop the provision.

Staff knew people well and were aware of their personal preferences and cultural needs. A staff member said, “We have a resident who used to attend church. The manager arranged for a church service in the home and [person] was happy.”

Relatives were complimentary about staff treating people as individuals and knowing them well. One relative said, “The care provided fully meets [person’s] needs as an individual, [person] is unable to say what they want, and their understanding is very limited. The staff have discussed what [person] likes with me.” Another relative said, “[Person] is treated as an individual because they are extremely challenging clinically and behaviourally. The service works hard to understand how best to help [person].”

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

Since our previous inspection we found improvements had been made and people were now consistently supported to retain their independence, make choices and have control of their lives.

Care plans informed staff how much people were able to do for themselves and when they needed staff support. Care plans we reviewed included information about people’s preferences and abilities, including any aspects of their care they could do for themselves. For example, in 1 person’s care plan it was documented that on a “good” day, they were able to help wash parts of their body themselves, but on other days needed full staff support.

Staff told us they knew people well and understood how to support them to have choice and control over their own care.Comments included, “I encourage residents to mobilise safely if they are able, use call bells appropriately, and do parts of their personal care independently where possible. I support rather than take over”, “I encourage residents to remain as independent as possible by supporting safe mobility and allowing them to make choices about their nighttime routine”, and “I support people to make day-to-day choices, such as selecting meals, activities, or the timing of personal care, and help them maintain independence by assisting only when necessary, like with dressing or using walking aids.”

Relatives were complimentary about the service.A relative told us their family member had reduced mobility and understanding. They said, “The staff talk to [person] and make every effort to include them as much as possible and provide what stimulation they can.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Since our previous inspection the provider had made improvements and people’s needs were now responded to without delay. People appeared comfortable and at ease.

Records showed staff used a nationally recognised tool to assess people’s clinical condition. The tool supported staff in knowing when to escalate concerns about people’s health. We saw the staff respond swiftly to concerns about 1 person’s clinical condition.

Staff responded quickly when people became anxious. We observed staff using distraction techniques and pain assessment tools to identify the cause.

Staff had been supported to attend comprehensive training in relation to key areas and told us the training had made them more effective. One staff member said, “We have had complex behaviour and dementia training recently and we have all leant the importance of communication.” Another staff member said, “We try and be more proactive and if 1 person is getting distressed, we will try and move them away and do something with them to stop others getting distressed.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Since our previous inspection improvements had been made and staff told us their well-being was now considered and supported. This helped staff to deliver consistently person-centred care.

Staff told us they now felt well supported by the management team and the provider. One staff member said, “The provider and manager actively support my wellbeing and make it clear that staff welfare is important. For example, I can approach the manager at any time if I am feeling overwhelmed or need support. They operate an open-door policy and respond quickly when concerns are raised.” Another staff member told us, “I do feel that my workplace is inclusive and promotes equality. Staff are treated fairly and with respect, regardless of their background, age, gender, religion, or personal circumstances. I receive equality and diversity training to ensure we understand how to support both colleagues and service users in a respectful and non-discriminatory way. I have seen reasonable adjustments made for staff members, such as flexible shifts to support childcare responsibilities and modified duties for colleagues returning from illness.”

The provider told us staff had access to a scheme which allowed them to receive discounts at dentists and other services. The service bought kitchen equipment for the staff room to enhance staff comfort and improve the facilities available. The service had introduced gift cards to celebrate staff members’ birthdays and when they were named employee of the month.