Mainwaring Terrace

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 and families described staff as kind and respectful. They told us staff knew people well and treated them with patience and care. One person’s representative said, “They talk to him and know him well… Kind and respectful to him and me. They shut the door when supporting him with his shower.” This showed staff respected privacy and took practical steps to protect dignity during personal care.

We observed staff knocking before entering rooms. Staff also explained how they supported people discreetly during intimate care, including using towels to maintain modesty.
 

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 supported people in ways that reflected their individual communication needs, routines and preferences. They used practical tools, such as photos and pictorial labels, to help people understand choices and take part in day-to-day decisions. Staff also adapted communication using Makaton and visual prompts so people could understand what was happening and feel reassured.

Families told us people’s routines reflected what mattered to them. One family member said, “He chooses what books and DVDs he wants to read and watch… (staff) use Makaton to explain that (they) will not be hurting him.” Staff knew people well and adjusted their approach to support confidence and reduce anxiety. Records also reflected personalisation, including people’s preferences for clothing, interests and daily routines.

Staff considered people’s personal goals and preferences when planning support. Risk records included activity-specific entries, which showed staff considered what each person enjoyed and how to support them safely in ways that worked for them.
 

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 supported to make everyday choices and to build independence in ways that worked for them. Staff supported people to make decisions about their daily routines, meals and activities, and they encouraged people to do as much as possible for themselves, such as taking part in cooking and cleaning. Staff also supported people to access community activities, so they could maintain interests and relationships and stay active.

Staff explained how they balanced safety with choice and control. Risk records showed managers reviewed independence-related risks regularly and updated plans when needed. This helped staff support positive risk-taking and avoid unnecessary restriction. Families confirmed people had choice and that staff respected their preferences. Leaders also described actions to broaden activity options and offer alternatives based on people’s preferences and compatibility.
 

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 and relatives told us staff responded quickly when needs changed and kept them informed. One representative said, “They do things as quickly as they possibly can. They inform me of any changes, like change in his behaviour.” Staff explained how they recognised distress and responded promptly, including adjusting routines and support in ways that helped people feel calm and reassured.

We observed staff responding in a timely way during the visit. Staff used a calm, respectful approach and adapted how they communicated to meet people’s needs, providing immediate support while protecting people’s dignity and reducing anxiety.
 

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 supported by managers and that leaders listened when they needed help. One staff member said, “My manager is good overall, always there to listen. They helped me with personal issues.” Staff also described flexible working arrangements, including support for a return from maternity leave. This helped staff to feel valued and supported at work.

The provider supported staff wellbeing through regular supervision, reflective practice and follow-up actions, to deliver consistent, person-centred care.