Marham House Care 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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service following a change of provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

People and relatives told us that staff were friendly, caring and kind. During our visit to the service we observed that overall people were treated with dignity, for example, staff would close bathroom doors when supporting people.

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 majority of staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Concerns we raised about any isolated poor care practice was immediately addressed by the provider with appropriate action taken.

We received lots of positive feedback from people who lived at Marham House including, “I am happy here and got everything I want – best thing is the carers – you can call, and anyone will come.”

Relatives were also positive in their feedback about staff kindness telling us, “Staff are very kind without exception, my [family member] often comments on this and I notice the staff engaging with all [people] in a very kind and supportive manner.” And “My [family member] is kept very safe and looked after with care and sympathy. [Family member] has been at other care homes where this was not the case. We are very happy that care is delivered in an unobtrusive and empathetic way.” And “I would like to thank all the staff at Marham House for being so wonderful and understanding. They all deserve to be recognised for the amazing job that they do.”

Staff 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 knew people well and were able to describe in detail a person’s likes and dislikes. Many staff we spoke with knew people well and could describe their needs without the need to refer to care plans and documentation. A relative told us, “The staff are always caring and lovely. They often sit and talk to [people] and help them with eating, drinking and of course, washing and dressing. Nothing is too much trouble.”

People told us their care was delivered in a way that met their preferences. Staff and leaders promoted people's independence and choices. Staff told us they supported people to do things for themselves as much as possible. Our observations showed people were supported to have visitors and there was a choice of rooms where people could spend time with family and friends. One person told us, “It is excellent here, staff do all they can to make sure you are happy and content.” Another person said, “They do support me to be independent, I am probably the most independent here and that is how I like it!” A third person commented, “We work together [with staff] and if I can manage, I do but I can ask for help. It is left to me; you feel better when it is that way”.

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. Staff told us they felt the staff levels were sufficient enough to be able to respond to people’s needs in a timely way. One relative said, “Whenever I visit the home, I notice the kindness that the staff are showing to [people]. It is the key feature of the home as without kindness and caring the other things count for little.”

The provider cared about and promoted the well-being of their staff and supported and encouraged staff to deliver person-centred care. The acting manager shared the importance of their workforce and how they considered their well-being. We received mostly positive feedback from staff about their experiences of working at Marham House.