Menna 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.

This is the first assessment for this newly registered service. 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.

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.

Staff spoke about people fondly and with compassion. Comments included; “I have never known anyone who is so full of joy when they see the sun come up. It's a pleasure to see” and “[Name] needs help building their confidence up but I’m confident we can do it. The team are eager to get on it.” An external professional told us, “The person I was supporting had positive relationships with many team members, actively sought contact with them, and appeared comfortable and at home in the environment.”

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.

Care plans were person-centred and based around the needs of the individual. An internal positive behaviour practitioner worked with the service to help ensure people’s needs and preferences were understood and met. People’s rooms were decorated and furnished to reflect their own tastes and interests.

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 able to make choices about their daily lives. Each person had access to their own vehicle which meant they were able to go out individually and were not having to compromise their own preferences to fit in with others. People had access to pictures and photographs to help them make meaningful choices about how they spent their time. A member of staff told us how they supported people to decide what they wanted to wear. A relative commented, “[Name] seems to have a busy life and is regularly taken shopping. When I see photos, especially when cooking, [pronoun] looks happy.”

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.

We saw staff responded to people when they requested support or wanted to spend time with staff. One person was finding it difficult to focus on any activity. Staff offered them various options. When this was unsuccessful the member of staff supporting the person swapped with another staff member. The change of face distracted the person and they became less agitated. This showed staff were flexible in their approach to supporting people.

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

Staff received regular supervision sessions and attended staff meetings. They told us they were well supported and encouraged with their professional development if that was important to them. One member of staff told us, “We have to keep up with required training but if we see anything extra of interest staff can add the module on themselves.”