Maryville 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 good. At this assessment the rating has remained as 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’s care plans identified their care needs and how they wanted their support provided. People and their relatives were asked to provide information on the person’s interests and hobbies. This enabled the activities coordinator to identify appropriate activities to reflect people’s interests. People commented, “They manage my needs. If you need anything, they listen to you. I am more than happy to be here”, and “They make sure that I have everything. They do their best to look after me.” Staff demonstrated an understanding of the people they supported including their preferences, life history and what was important to them. A staff member said, “We read people’s care plans for this information and also by speaking with them and their families.”

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.

People were supported to access joined up care with health services. Staff liaised with health professionals to ensure people received the support they required, and their interactions were recorded. Staff supported people to attend appointments.

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

Relatives told us information was provided in a suitable format. A relative explained that when their family member’s nutrition needs changed, they were provided with information what this meant and what the changes were to their care. People’s care plans identified their communication support needs.

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.

There was a complaints process, and these were responded to in a timely manner. Action plans were developed to identify how to improve the service. People and relatives confirmed they knew how to raise any concerns they may have. Their comments included, “I have not had to [raise a complaint]. I would know what to do if I had one.” and “We could go and see management, as their door is always open.”

Meetings were held with people and relatives to discuss their views on the care provided. An annual survey was carried with people and relatives to obtain feedback on the care provided. Some people and relatives told us they were not aware of ways they could provide feedback. This was discussed with the registered manager who said they would look at ensuring people and relatives knew how to share feedback.

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

Referrals were made to the relevant health and social care professional to meet people’s needs. Staff ensured people could access external services which included arranging transport and going with them to appointments when required.

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 completed equality and diversity training which included information on human rights. Relatives told us staff supported their family member to make choices, and they were treated with respect. Care plans identified people’s religious and cultural preferences.

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.

Care plans identified each person’s religious and cultural preferences related to their end-of-life care wishes including choices for resuscitation. People were provided with religious support by members of their faith group and by nuns from the nearby convent. Relatives confirmed they had been involved in discussing end of life care for their family member. A relative commented, “This has been very well handled by the staff here. They have been able to explain to us the care home’s responsibilities and our wishes. I think we have arrived at the right place now.” Staff worked with relevant healthcare professionals including the palliative care team to ensure people’s wishes were met. The deputy manager, a nurse, and 3 staff members have been enrolled in the Gold Standard Framework for end-of-life care to develop their skills. This framework is a training and accreditation programme to improve the support provided during a person’s last years of life.