Maplebrook Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and relatives told us they were involved in discussions about their care. One person said, “I can choose the things I want to do myself.”

Staff knew people well and supported them in a way that showed consideration for their personalities and preferences. For example, by respecting how people chose to spend their time and engaging with them about topics they were interested in.

Guidance was available in people’s care plans about how their individual needs should be met. Where changes occurred, care plans and risk assessments were updated and information shared with the staff team to ensure people’s care remained centred around them as individuals. Where people’s care needs changed, staff and the management team discussed options with them and involved relevant external professionals as required.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The staff and management teams worked flexibly with other services and professionals in order to meet people’s care and support needs. Care was planned in a coordinated way, and processes supported referrals being made to relevant professionals when required.

Information was shared appropriately within the staff team, which meant people’s support remained consistent when their needs changed. Where healthcare professionals were involved in people’s care, we observed staff sharing relevant information about the person’s needs or health to ensure any treatment they received was appropriate for them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s care plans contained information about their communication needs. This included whether people could use words to communicate, or whether staff needed to be aware of non-verbal cues, as well as information about people’s sight and any aids that were needed. Staff we spoke with were aware of this guidance and told us they found it helpful when supporting people. One staff member commented, “We have really good information on how to communicate with people, and the plans will guide us in how to do this.”

We observed staff adapting their communication styles in accordance with people’s needs, including using visual prompts and shorter sentences to assist people’s understanding.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they felt they were listened to by the staff team and knew who to speak with if they were unhappy with their support. One person said, “I would speak with the manager or staff if I needed to make a complaint.”

Where people had given feedback about ideas for activities, these had been taken seriously and plans were in place to support people to take part in either sessions or events at the home as well as trips out.

There was a system in place to ensure any complaints were reviewed and managed effectively.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had access to services such as dentists, opticians, and specialist healthcare professionals, including community mental health teams and occupational therapists. Adaptations and equipment were in place according to people’s individual needs, and staff were aware of how to use these to support people. People were supported to access care and support in an equitable way. The staff team ensured that individual needs and preferences were recognised and responded to.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training in equality, diversity and inclusion and understood their responsibility to advocate for people when needed. They were considerate of how people’s protected characteristics, such as cultural or religious needs could impact the care they provided and respected this. One person told us, “The staff do understand residents’ cultural needs.”

The deputy manager told us they were working to improve people’s experiences and focus more on outcomes for people. They said, “We are working on doing more person-centred activities, to try and engage people more. For example, 1 person loves horses, staff can involve them in conversations or activities about this. We are supporting staff to understand people need 1 to 1 time, as this will benefit them.”

Care plans contained information about people’s identified needs as well as planned outcomes in terms of their health or wellbeing.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Where people’s needs changed, the staff team worked with them and any relevant professionals to ensure care met their current needs. For people who accessed the home for short term stays, plans about a return home, or move to alternative accommodation were discussed with them and documented.

No-one was in receipt of end-of-life care at the time of the inspection. However, care plans were in place for people with details about their wishes for the future or care at the end of their life. Staff were aware of guidance which they told us they used to ensure they provided end of life care in accordance with people’s needs and preferences.