Mappleton

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. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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.

The provider was exceptional at treating people with kindness, empathy and compassion, and staff always respected people’s privacy and dignity. People, and their relatives, described staff as “fantastic carers” who “go above and beyond” and “lovely people” who made them feel valued. One relative told us staff had arranged additional time for them to receive care when they weren’t well. Another relative told us, “[Name] chirps up when [staff] come.” Another said, “There hasn’t been one carer who isn’t caring. They are all very nice.” Staff were praised for their respectful interactions, including using appropriate PPE and maintaining dignity during personal care. People felt safe and comfortable, with one person saying, “I look forward to seeing them (staff).”

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.

The provider was exceptional at recognising and responding to people’s individual preferences and needs. Staff consistently supported people’s choices, including preferences for male or female carers, and adapted care routines accordingly. One person said, “They asked who I would prefer but I said I didn’t mind so long as I had a female to shower me.” Care plans were highly personalised, detailing routines, likes and dislikes, and were regularly reviewed with input from people and their families. One relative explained, “Continuity is one of the great things about this company. [Name] trusts them.” Staff were described as “very respectful” and “like family”, and people felt their individuality was honoured. A relative explained, “They (staff) have quite a lot to do and they treat [Name] like a person, not a tick box.”

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

The provider always supported people to maintain their independence and make choices about their care. People were encouraged to do as much as they could for themselves, with staff offering appropriate support. One person said, “I like to be as independent as I can because I want to stay in my own home and they are helping me do that.” Staff respected people’s routines and preferences, and care plans included detailed information about what people could do independently.

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.

The provider always responded to people’s immediate needs in a timely and effective manner. Staff were described as proactive and attentive, with examples of carers contacting health professionals when concerns arose. One person shared, “A carer took my stocking off and saw something and called the district nurse – she did the right thing.” Another noted, “They saw things more often than the district nurse.” Care plans were reviewed regularly and adapted to reflect changes in health or preferences. People felt their current needs were met promptly and respectfully.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider was exceptional at supporting staff wellbeing and enabling them to deliver high-quality care. Staff described a strong team culture, with regular praise, flexible working arrangements, and open communication. One staff member said, “It’s amazing, it’s wonderful. I absolutely love it (working at the service).” Staff meetings, training, and supervision were frequent and meaningful, and staff felt confident and supported. One staff member explained how their working hours were arranged around their home life. The manager was described as “super-efficient” and “straight onto anything”. Managers fostered a culture of trust and mutual respect. One staff member described how managers facilitated staff working together to ensure people's support remained the priority. For example, making sure staff could stay longer with people in the event of an emergency or if people needed more reassurance. They explained, "We're never on our own; there's always someone at the end of the phone." A recent bereavement had affected all staff and the registered manager made sure staff were fully supported and had time to grieve.