Mowbray 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff actively demonstrated kindness, compassion and dignity which were at the very core of the service. Staff showed a genuine interest in people’s lives and we observed staff and people engaging in meaningful conversations during our visit. The service ensured they delivered care which fully reflected each person’s preferences and cultural needs. People’s privacy and independence were respected at all times.

The service had a welcoming, positive environment, and we heard lots of laughter and meaningful interactions during our visit. People were encouraged to retain and fully express their individuality and share their sense of humour with others. There was a relaxed atmosphere in the service where staff showed warmth and a clear understanding of each person and their needs. A relative said, “Staff are lovely, kind and caring.

Health and social care professionals who visited the service gave extremely positive feedback about the inclusive approach of the staff team and the positive impact this had on people and their quality of life.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were respected and celebrated as individuals, with diverse and unique skills and stories to share. The ethos of Mowbray House was one which focused on what people could do and celebrated their achievements. We observed staff being exceptionally patient and displaying person-centred care, which was very responsive to people’s individual needs, particularly when a specific situation caused distress. A relative said, “This home is outstanding as staff are brilliant at defusing situations. They are very good helping [person] to calm down and have made us feel at peace. Staff have [person’s] best interests at heart and they have thrived since moving there.”

Staff had a clear and detailed knowledge about each person’s life, preferences and wishes, which in turn shaped the support they received. Each person had highly personalised care provision, which was directed by them and ensured people were fully engaged in decision-making. Staff adapted their approach to ensure people were able to have fluidity in planning their day, rather than a rigid plan, if this was what the person preferred. The service supported people to regain and maintain their independence, make choices, and feel a sense of control over their lives. Staff had a focus on positive risk taking. They worked together with people to overcome any obstacles to ensure people could live a fulfilled life and enjoy a variety of activities and holidays. A relative said, “The staff are great as they are always teaching [person] new things as well as maintaining what they can already do.”

We received excellent feedback from health and social care professionals about how the service treated people as individuals. A health professional said, “Frommy interactions with the home, I would like to emphasisehow supportive the team are, and how much they care for their residents. It is clear to me that they put each resident's individual needs at the forefront and endeavourto ensure a good quality of life. Whilst doing this they ensure to meet physical, mental, emotional, educational and social needs, and aim to involve family members.”

Care plans were extremely detailed and focused on what mattered to the person. Key details about people’s life history were included and also subject areas staff should avoid raising with the person were also noted, to avoid distress. Staff had clear guidance on how to support people to live life as they wanted to ensure everyone was not discriminated against or experienced ill treatment.Care plans reflected people’s needs holistically which enabled staff to provide consistently outstanding personalised care.

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

A relative told us how staff supported their loved one to go on holiday to somewhere the person had always dreamed of going. The relative said, “[Person’s] key worker is outstanding. They go above and beyond and are absolutely amazing.” Such a trip had taken research, planning and many practical aspects had to be considered and planned for in terms of potential risks and the person’s health needs. The person proudly showed us their room and photographs of the holiday in question. When they remembered the holiday, it was clear how much it still meant they had been able to do this. Staff demonstrated exceptional dedication to helping people feel valued and special.

Staff used social stories and a consistent approach to support one person to access medical treatment they had previously not been able to tolerate. Staff constantly reassured the person they were safe and explained everything that was going to happen, and this resulted in an exceptionally positive outcome with the person retaining control of what happened throughout. This was a hugely significant achievement for this person.

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 supported people according to their preferred pace to reduce their anxiety. Staff were very knowledgeable about each person’s individual needs and could describe these in detail.

Staff recognised signs of distress at the earliest opportunity. Staff were proactive and consistent in their approach, which gave people an improved quality of life. For one person in particular, the number of recorded incidents of distressed behaviour had reduced significantly in the last 12 months.

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 were well supported and their feedback was sought and acted upon. Staff said they felt comfortable approaching the management team.