Maple View

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff were present and welcoming during our visit and we observed language being used which was respectful. Staff knew people’s preferences, likes, dislikes and routines well. Staff told us they liked working at the service and enjoyed supporting people to live well. We observed staff making use of British Sign Language (BSL) to communicate with people who were non-verbal in the service in a kind and compassionate way.

A relative told us, “I mean [family member] is looked after so well. I’m so happy that [family member] is very forward in speaking, in their own way, and would tell me. They wouldn’t be keen to go back if they’re not being good to [family member].”

A staff member told us, “I do think people here are getting a good service.”

People using the service were treated as individuals and the service 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

People’s personal, cultural, social and religious needs, including those relating to their sexual and gender identity, were understood by staff. However, following the transfer from paper to electronic support plans, information about people’s sexuality and gender identity had not been included in online support plans. The manager told us this information would be added.

People were supported to have their needs met by staff who understood and were considerate of their relevant protected equality characteristics. A staff member sad, “I make sure there is an inclusive environment for everyone, respecting people's religious beliefs. I have up-to-date training, I read the support plans, so I am aware of what beliefs and preferences they have as individuals.” A professional told us, “I observed during my interactions with the service, positive relationships between staff and the service user. Staff appeared to have a good understanding of their needs and plans in place to support them.”

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 supported to make choices about how they spent their time and had opportunities to pursue different leisure activities. People went swimming, the Gym, the cinema, shopping, cafes, disco afternoons and on holiday. A staff member said, “Service users are given their own choice and facilitated when possible.”

Support plans included information about people’s preferred routines and how they liked to spend their time. One person’s support plan recorded, “I ask staff to take me where I want to go.”

We received mixed feedback related to people accessing the community. One relative was concerned their family member was not going out enough, however, others were positive about people’s access to the community. A relative told us, “There are daily routines, but the activities as a group [family member] goes on are swimming, bowling, to the pub and arcades.”

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.

Positive behaviour plans were in place, which had guidance for staff in place how to reduce distress. Records indicated staff followed therapeutic techniques when responding to incidents and records for 1 person indicated these techniques had reduced distressed reactions.

We observed staff using nonverbal communication with people to respond to meet their need for support. A relative told us, “[Family member] uses BSL and quite a few staff use it. The main staff they are with have a good level of signing, and there are other staff who have limited signs but [family member] makes themselves understood.”

The wellbeing of staff was promoted; however, the manager acknowledged a recent concern which impacted on the support staff were providing to people.

Staff had access to regular supervision sessions, which provided an opportunity to raise concerns and discuss their practice. In addition, staff meetings were held to share ideas and to promote staff wellbeing. Staff were supported to undertake a range of training that was tailored to the specific needs of the people they supported. A staff member said, “I receive supervisions every other month.”