Merecroft

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 remained 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 warmly about the people they supported, and we observed kind and caring interactions. One relative said, “I have never heard staff speak angrily or use an unkind tone.”

Staff had completed dignity and respect training and understood how to apply these principles when supporting people.

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.

Staff knew people’s likes and dislikes and how they liked to spend their time. For example, during our visit one person was having a foot massage. People appeared relaxed, comfortable and engaged well with staff.

Staff had received training in equality and diversity and demonstrated an understanding of the importance of respecting people’s individual needs and preferences.

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

People’s care and support plans clearly identified tasks individuals could carry out independently and those they could participate in with support. For example, one person’s plan stated they could take part in aspects of meal preparation, including gathering ingredients, mixing foods, and preparing cold meals. Staff promoted people’s independence by encouraging and supporting their involvement in a range of daily living activities, using reassurance, encouragement, and gentle prompts where needed. We saw people were using the kitchen during our inspection.

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 observed staff knew people and were able to anticipate and respond effectively to situations which could cause distress. Staff interacted with people in a calm, patient, and sensitive manner, providing appropriate support when individuals became anxious or upset. Care and support plans contained clear guidance for staff on how to recognise triggers and take proactive steps to reduce the likelihood of people becoming distressed.

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 felt valued and supported by the registered manager. One staff member described the registered manager as “Brilliant,” while another praised the “Good communication” and described them as a “Great manager.” A further staff member said the registered manager regularly thanked and encouraged staff, checked on their wellbeing and had provided support during a personal situation. They added, “[Registered manager] is one of the best managers; they listen to us staff. This place is a home more than a workplace. [Registered manager name] is amazing.”

Staff felt able to raise concerns, seek advice and discuss challenges in their roles. Support was available for work-related and personal matters, and staff received supervision and guidance to develop their skills and continue delivering person-centred care. The registered manager was accessible and promoted an open, supportive culture.