Marlborough 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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

Staff had access to information about people's background, life history, and beliefs, including their religious beliefs. People told us staff ensured their religious needs were met, and a local vicar attended the service.

Staff spoken with told us about people's preferences and we observed many staff knew people and their preferences well. If people had a preference for the gender of staff who supported them, this was noted. Professionals told us, “Staff really take time with residents and have a person-centred approach at all times, they treat residents as individuals.”

People's care plans detailed their communication needs including their non-verbal communication. There was guidance for staff about how to communicate with people and how to enable them to participate in decision making. For example, a person’s care plan noted how their ability to communicate altered across the day.

People’s bedrooms were mostly appropriately personalised.

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

Staff were observed to consult people about decisions about their day-to-day care. We saw staff showing and talking to a person about the week’s activity schedule so they could choose what they wanted to participate in. People were also involved in other decisions, such as choosing their preferred colour for their curtains.

Staff encouraged people to be independent, and people had access to any equipment they required to support their independence, such as mobility equipment.

People were able to participate in a range of activities in the afternoons. Staff also arranged external entertainers and when the hairdresser visited people used the home’s salon.

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.

People’s care plans noted if they were known to experience episodes of distress and how staff should respond. For example, a person living with dementia experienced distressed behaviours in the late afternoon, known as ‘sundowning.’ Their care plan provided staff with guidance in relation to reducing stimulation, offering a quiet environment and familiar staff to support them. Staff told us about how they would be alerted to people's pain or distress if they could not tell them.

We saw staff were responsive to signs people wanted assistance. We observed staff bend down to face level when speaking with people and using touch appropriately to provide them with reassurance.

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

Staff said they felt appreciated and valued in their work. The staff satisfaction survey showed staff particularly valued: access to training and guidance, work-life balance, managerial support and communication.

The provider offered staff recruitment and retention initiatives for nurses and care staff. National events such as 'Professional Care Workers' Week' and 'International Nurses Day' were used to recognise and celebrate the work of the home's care staff and nurses. The provider also recognised staff who went above and beyond in their work, with their 'Spark of the Month' in the quarterly newsletter.

Staff's welfare was supported with the provision of an employee assistance programme where staff could access support and assistance. Night staff completed a health assessment to identify any factors relating to their well-being that needed to be addressed to enable them to carry out their role.