Maryville 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 good. At this assessment the rating has remained as 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Whilst staff were caring, the deployment of staff sometimes had a negative impact on people’s experience.

People and relatives felt staff provided care in a kind and caring with people telling us, “They are more than adequate. If you ask for something, you get it’, and “The carers are very good and are kind, absolutely.” Relatives said, “I think the atmosphere here is caring, kind and calm. That was the impression we had from the first day [family member] came here, and the staff reflect that”, and “Quite a few that I have met are lovely. They are not just nice to my [family member], they are also nice to me as well.” Staff communicated with people in a respectful and caring manner. Staff were able to describe the care needs and preferences of people they were supporting. A staff member said, “I really believe that there is a culture of kindness between carers, residents and the general staff team. This is because we want the residents to enjoy living here and feeling safe.”

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 care plans identified their specific support needs and guidance was provided for staff in relation to their preferences and wishes in relation to their support. A staff member said, “Our first responsibility is to understand what people’s needs and interests are, even what activity they like and respond to this. Each resident is an individual, not just a room number.”

The deputy manager explained that people with different faiths were supported to maintain links with their own religious communities. They told us families were involved where appropriate to help arrange access to their family members preferred places of worship and faith-based activities.

Menus were in a range of languages and people’s specific food needs related to cultural and religious needs were meet. People of the Catholic faith were able to attend church services held in an on-site chapel, supported by visiting nuns from a local convent.

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

People’s care plans identified which aspects of a person’s care they required support with and where they could undertake the care task on their own. People said staff supported them to maintain their independence with comments including “You can go to church or go to bed when you want to. You can go to bed when you are ready” and “I think it is helpful to them if you are quite independent. They are doing their best.” A relative told us “They did physiotherapy with [family member]. They sorted all of the rehab out.”

The provider employed an activities coordinator who organised a range of activities which people could choose to attend. The activities coordinator worked with people and their relatives to identify activities which would be of interest to them. These activities included arts and crafts, chair exercises, board games and gardening. The home was visited every week by a local nursery group so people and the children could take part in joint activities. The activities coordinator explained they ensured people, who could not attend communal activities, were not isolated by visiting them every day in their bedrooms to undertaken individual activities. A staff member said, “We have an activities coordinator who is very good, the residents love [them].”

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 home had a call bell system which people could use to alert staff when they required support. If a person was unable to use the call bell alternative equipment was used to alert staff which included sensor mats. Staff also carried out regular checks to ensure their safety. When there had been a change in a person’s needs staff contacted the relevant healthcare professionals to ensure people received the support to meet their needs. Where a fall or other incident occurred, staff followed the reporting procedure to identify if changes were required to a person’s care plan which were implemented.

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

Staff told us they felt supported by senior staff and were respected. A staff member said, “I am treated well at work. We work well together, and the manager reminds us to take our breaks.” There were regular supervision and team meetings where staff could share and discuss any issues or concerns. Staff told us they felt confident in raising any concerns with the senior staff. A staff member said, “I am very happy to raise any concerns with the manager, I know they will take them seriously.” The provider had a staff recognition programme which they developed following feedback from a staff survey. The recognition programme was based upon staff members commitment to the service and recognises long service and their involvement on improving the quality of life of the people they supported.