Millcroft

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this 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.

People were treated with kindness, empathy and compassion and staff respected their privacy and dignity.

People told us, “They [staff] are very kind and sympathetic” and “Staff are friendly, helpful, and take an interest”. Relatives told us they were made to feel welcome.

We observed staff provide support and interact with people in a kind and caring way and at a pace appropriate to the person.

Staff had received training in dignity and respect and gave examples of how they did this in practice. For example, ensuring the door was closed and curtains drawn before providing personal care support and knocking on doors before entering. People confirmed this was the case, 1 person told us, “The staff are wonderful, and they always knock before entering my room”.

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

People told us they were treated as individuals. Comments included, “The staff try to make you feel at home, they know me as an individual” and “When it was my birthday the staff made me a cake”. One person told us they enjoyed painting, some of their artwork was displayed in their room and in the corridor. Another person talked about their interest in vehicles and told us, “I enjoyed the trip to the transport museum that the staff had arranged”. Meals were prepared to people’s individual needs and preferences.

Staff ensured people’s religious needs were respected and supported them to continue practicing their faith. For example, regular church services were held. The registered manager was making links in the local community to support one person who followed a different faith.

People were supported to maintain their independence and make choices on a day-to-day basis. One person told us, “I am independent, staff will help me if I need them”. Where people required support to make decisions, this was provided in a kind and caring way. People had a key to their own room and were able to keep in contact with those who were important to them.

People had equipment where needed to support their independence.

People spoke positively about activities available to them. People engaged in keep fit classes, baking and quizzes. The local community were invited to attend some events including a weekly café group, salsa dancing, yoga and children’s cinema. They told us, “I do a lot of reading in my room. I go to the activities sometimes and try to go on the trips”; “I like gardening, I do my little bit outside when the weather is nice”; A relative told us, “The activities co-ordinator is fantastic”.

Activities and events were determined by what people wanted to do. Monthly resident meetings were held where activities and other matters were discussed. At a meeting some people had asked for more walks and day trips.

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.

People felt staff responded to their needs. One person told staff they wanted to be able to turn the light off from their bed, another person asked for more cushions. Staff responded to people’s requests without delay.

We saw when call bells were activated, staff responded in a timely way. People told us, “I very rarely use the call button, but when I do, I don’t wait long” and “The waiting time is variable when I use the call button, if the staff are going to be longer, they usually pop their head in and let me know”.

Daily huddles were held so if staff had observed any changes in people’s needs these could be discussed and responded to.

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

Staff felt supported and felt the team worked well together. Staff comments included, “I enjoy coming to work, I feel listened to”; “Staff work well together and there is a lot of support in place”; “I love it, it’s the best job I have ever had”. A colleague of the month scheme had been implemented. People, relatives and staff could nominate a member of staff for their hard work and efforts. The winner was awarded with a personalised gift and trophy. There were systems in place to regularly seek feedback from staff. Staff meetings were used as an opportunity to formally welcome new staff, do team building exercises as well as sharing information and ideas.

Leaders recognised the diversity of the staff group and ensured appropriate measures were in place to support staff as was needed.