Moriah House Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People had personalised care plans in place that included their physical, mental, emotional and social needs. For example, for one person preferred to help set up the dining room to support their physical and mental health and we observed them doing this. Relatives told us their family member had the choice of staff who supported them. The relative told us, “I was asked about [family member] preference and said female only as I know that’s what she’d prefer. So that’s respected by staff and she gets just girls.” This meant care was person centered.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. For example, Moriah House Limited worked with an NHS health professional team of a nurse and pharmacist who visited every Tuesday to discuss health needs and enable joined up working. Care plans demonstrated the advice was detailed in peoples care plan. For example, where people had lost weight, this was discussed, and the advice followed such as fortified meals and/or a referral to dietitian or speech and language therapy for an assessment. Where people had health care needs that the home could not provide support for, health professionals were involved. For example, one person was visited by the district nursing team to support with skin damage.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed staff recognising and responding to people’s body language and facial expressions when these were used to communicate needs.The registered manager told us they used picture cards for people who were living with dementia to support them to make choices and support their understanding. We observed during lunch time staff had taken sample plates to people living with dementia to support their choice on which meal they would like.Staff involved people in discussions about their support. One relative told us, “I ring to check on [family member] and they [staff] always give me care updates on [family member], how she’s been eating and things like that.” Activity information was displayed in communal areas, and people were encouraged to join in with events that were in line with their interests. Complaints were well recorded and responded to, with learning shared across the team.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The registered manager had systems and processes in place to obtain peoples feedback from staff, relatives and people. For example, surveys were sent out to staff and where staff had raised concerns actions had been taken. Complaints were logged and responded appropriately. Relatives told us they felt involved with their loved ones’ care and were listen too by staff. One relative told us, “They keep me updated or address my concerns.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s records showed timely and appropriate health and social care referrals were made. People told us they got to see a health professional when needed. One person told us, “I’ve not needed the doctor for quite a while. The chiropodist comes to do me every couple of months.” One relative told us, “They’ve [staff] had the doctor out a few times or he’s checked on her during his rounds.” Everyone in the home was treated fairly and offered to see a GP when they needed or a chiropodist. This meant people could access the service regardless of their background or circumstances, helping ensure that care was inclusive, fair, and tailored to individual needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff had completed training in equality, diversity, and inclusion to ensure they had the skills to treat people well and provide people with equal opportunities regardless of their protected characteristics. The registered manager told us we have introduced LGBTQ+ (lesbian, gay, bisexual, transgender and queer) training to provide staff with further understanding of peoples care and support needs on an individual basis. People and family members were positive about the referrals to health professionals when needed. Communication and accurate documentation on people’s needs meant people could transition through different services and this had supported continuity in care.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. We found care plans were not always in place to consider peoples wishes regarding their end of life care. We found a care plan with blank forms. The registered manager told us, they do offer to discuss peoples wishes but it is a difficult conversation to have with people or their relatives. Staff had completed end of life training. One staff member told us, “Yes, I’ve received end-of-life care training. We work closely with families, GPs, and nurses to ensure comfort and dignity for residents in their final days. Emotional support is also available for staff.”