Maplebrook Care Home

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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were caring and kind. One person said, “The staff are kind and good.”

We observed interactions between people and staff and saw staff supported people with patience and dignity. Staff we spoke with were understanding of people’s needs and compassionate in the way they described the support people required.

One staff member described how they maintained people’s dignity, they told us, “We make sure people’s dignity is considered during personal care, we knock on doors before going into people’s rooms.”

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.

People’s individual needs were considered and respected, giving consideration to any diverse needs in relation to sexuality, culture or religion. Staff were knowledgeable about people’s diverse needs and shared examples with us about specific individual needs, for example, a culturally appropriate diet.

Care plans included this information, and people and their relatives were asked to share any preferences or requirements so plans could be created and the staff team made aware of individual needs.

We observed the staff team adapted their approach to people according to their needs, personalities, and preferences. For example, speaking gently and quietly to some people and being more outgoing with others according to how people themselves were presenting.

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 their own choices and decisions where possible. One person told us, “I feel the staff let me be independent and feel the staff understand my needs.” Another person said, “I can choose the things I want to do myself.”

We saw people decided where and how they spent their time, and whether they engaged with group activities or spent time in their own bedrooms. We observed people moved freely around the communal areas of the home and the garden space was accessed frequently by people and visitors.

Staff shared how they supported people to make their own choices. One staff member said, “We try and make sure people are respected. Where people say no to care, we walk away and try again later.”

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 told us staff were responsive. One person commented, “The staff are prompt and support me quickly.”

Improvements had been made to the way in which staff responded when people needed them. We observed there were staff throughout the communal areas of the home, which allowed them to anticipate people’s needs as well as respond to them in a timely way.

We observed call bells were answered in a timely way and when calls were urgent staff responded quickly to check on people’s wellbeing.

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

Staff we spoke with told us they felt supported in their roles. One staff member said, “[Name of deputy manager] is very good at supporting us with things.” Other staff shared how the training and support they received gave them confidence in their role. The provider had responded to the findings of our last inspection and had ensured the staff team had access to training that would equip them to meet people’s complex health and behavioural needs.

Staff were clear about their responsibilities and worked together as a team to support people effectively and respond to any changes in their care needs.