The Martlets

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 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.

Theproviderwas previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment and theproviderwas no longer in breach of this regulation.

This service scored 80 (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 people's privacy and dignity.
Previous areas requiring improvement identified at the last inspection had been met in respect to people’s choices, dignity and privacy being upheld. People told us staff were kind and caring. A relative told us, "They’re very caring and will do almost anything to help. I visit most evenings and they always let me know what’s happened in [my relative’s] day." Staff described how they knock before entering rooms, offer to close curtains and ensure people are covered during personal care. A member of staff said, “We offer kindness, friendliness and choice, but also encouragement.” People felt comfortable, valued and safe.

The provider treated people as individuals and ensured their care reflected their needs, preferences and routines. Staff told us they knew people well and adapted support to meet their choices. One member of staff said, “I find out about a person’s background. I talk to people, I always assume capacity. I will talk to family too.” People told us staff respected their routines, such as when they preferred to get up, where they liked to spend time and what they enjoyed doing. A relative told us, “They know [my relative] well.” Care was delivered in a personalised and meaningful way, and people continued to feel recognised and valued as individuals.

The provider promoted people’s independence and supported them to make choices about their care.
Previous areas requiring improvement identified at the last inspection had been met in respect to people being engaged in meaningful activities. People told us staff encouraged them to do as much as they could for themselves and respected their decisions. A relative told us, “[My relative] still washes parts himself, but does rely on them a lot.” Staff described how they supported independence, with one saying, “If someone wants to go out or do something themselves, we support them to do that.” People were offered choices about meals, daily activities and how they spent their time. This meant people maintained control, dignity and confidence in their daily lives.

 

The provider listened to and understood people’s needs and responded quickly when they required support or reassurance. Staff said they monitored people’s wellbeing closely and acted if there were any changes. One member of staff said, “We have time to talk to the residents and get to know people. We know everyone, even the new people.” People told us staff were attentive, did not rush and were always available when needed. A relative told us, “[My relative] has to have two staff to hoist her, but I don’t think she has to wait long.” Staff described good communication across the team to ensure no concerns were missed and gave examples of adapting care to respond to people’s changing needs. People received timely support and reassurance, helping them feel safe and cared for.

The provider always cared about and promoted the wellbeing of theirstaff, andwas exceptional at supporting and enabling staff to always deliver person-centred care.

Staffconsistentlyspokeextremelyhighlyof the provider and told us leaders were always supportive and responsive to their individual wellbeing needs, including adapting roles and working arrangements to support staff with personal circumstances. A member of staff told us, “The best thing about working here is the team. It’s so friendly. Anyone will help you. Even the manager, and the people are lovely. They talk about their lives, it’s all lovely.” Another member of staff said, “The best thing about working here is the teamwork.”

The provider promoted a positive and inclusive culture where staff felt valued, listened to and involved in decision making. The Martlets is operated by Shaw Healthcare which is an employee-owned organisation. The organisation believes their care teams are at the heart of all they do, and staff had opportunities to contribute ideas, influence improvements and share in the organisation’s success. Leaders encouraged feedback through suggestion schemes and recognised staff contributions through awards, development opportunities and progression pathways. A member of staff told us, “I don’t think there is anything I would change. I love coming to work. It’s really nice here. I am not just saying this because you are here, it’s the truth, I really love my job.”

The provider actively prioritised staff wellbeing and recognition through initiatives such as appreciation events, employee awards, long service celebrations and access to wellbeing support services. Staff were entirely positive about the strong team culture and told us they felt respected, supported and proud to work at the service. We saw examples of staff receiving specialist training and support to develop and be promoted within their roles.Low staff turnover and strong teamwork promoted excellent continuity of care for people, creating a positive,consistentand caringenvironment.