Mount Joyce Care Ltd Also known as Mount Joyce Care Ltd - Kettering

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

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 service. This key question has been rated Good.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 mostly treated people with kindness, empathy and compassion and respected their privacy and dignity.

The people and relatives we spoke with told us staff treated them with kindness, compassion and dignity. One person told us, “The carers are very aware of my relative’s privacy; they will close the blinds and curtains when they are helping (relative)to wash. They put aprons and gloves on and really respect (relative) dignity; they cover (relative)with towels when they are washing (relative)”. However, some of the care notes we reviewed contained inappropriate language, for example one referred to a continence aid as a ‘nappy’. This was raised with the management team who initially did not understand the concern. Following discussion, they agreed to review appropriate terminology and implement audits to monitor the language used in care notes.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Some people’s care records required further information to be truly individualised, to include more information regarding their history and to be revisited during reviews. People told us they were treated well by staff. One person told us, “The staff come in at 8 in the morning, but often my relative does not want to get up then, so they leave them in bed and will try again when they come back at 12;(relative) will often feel ready to get up then”.

Staff gave examples of how they encouraged people to participate in daily living activities as well as making their own choices.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us staff supported them well. People received care and support from a regular care team. One person told us, “The carers remind me to do things, they are encouraging of my independence, as sometimes if I can get out of things I will: it’s a positive relationship”. Another person told us, “The carers will give me choice over things; they will show me a pile of nightwear and ask me which one I would like to wear. My (relative) leaves me a meal to have, but if I do not fancy it the carers are happy to make me something else”.

The care staff we spoke with gave examples of how they supported people to remain as independent as possible and how they incorporate choice and control within daily routines.

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 and their relatives told us that they had regular care staff, who were familiar and consistent. One person told us, “The carers are very good; they are brilliant, they are chatty, and they know me well”. Another person told us, “If my relative declines help from the carers, if (relative) is feeling stressed, the carers will calm (relative) down, talk quietly to them and give peace and quiet and try again, they take their time and never rush (relative)” .

The provider did not always care about and promote the wellbeing of their staff.

Staff told us they felt supported, and the management team were approachable. One person told us, they were loaned a car, whilst theirs was in the garage. Staff told us they had regular appraisals/ supervisions. The team had regular meetings, staff felt they were mostly listened to. We saw evidence that staff had voiced they wanted to be paid travel time, (previously not paid, but on higher hourly rate), this was to be implemented from October. However, previous training time including travel had not been paid. Staff told us they had training booked for the following week and that this was going to be paid.

Whilst there was a lone working policy in place, this was not always being followed. For example, risk assessments required by the policy were not in place. When discussed with the management team they told us they were not aware this was a requirement. We highlighted this was their policy and a template was within their policy. They assured us this would be addressed.

There is not a current staff reward scheme in place, however the management team told us this is something they will be looking into.