Montagu Hall 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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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. Members of staff were kind and caring. They treated people with dignity and respect. One person told us they felt respected when they initially came to view the home prior to moving in permanently. We observed members of staff empowering people to complete tasks, and they asked people how they could support them. One member of staff said to a person, "What can I do to help you?" This opened up a conversation which was led by the person and not influenced by the member of staff. A member of staff told us what dignity and respect meant to them, “Dignity is treating each person as an individual and respecting their wishes and ensuring they feel valued, regardless of ability and background. Respect is about treating people with courtesy, listening to their wishes and decisions and considering their feelings. Dignity and respect promote quality of life for people. It is about treating people with kindness and respecting their wishes and choices.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care and support for people was personalised and tailored to their individual needs and preferences. People were supported to share their dreams and aspirations through a programme called “Golden Eggs”. Each month a random draw selected a person’s dream and people were supported to achieve this dream. People had been supported to go out to local Indian restaurants with their family, visit Betty’s Tea Rooms for afternoon tea and get a tattoo of a design the person had created which represented the person and their spouse.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence and retain choice and control over their daily lives. Married couples were supported to continue to share the same bed and have their own lounge area. People’s care plans contained information about life histories, where people had worked and family life and interests. One person had expressed a wish to volunteer in the care home and cover reception at weekends to greet visitors. The person has started volunteering and has said it has really helped their self-esteem and confidence. They said they enjoyed giving back to the care home and meeting people’s families who visit them home.

The provider was exceptional in how they 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. During our tour of the home, we found it was spacious and purpose-built. The provider had implemented a wireless movement alert system which a monitored changes in body temperature and movement. The system was able to provide alerts and notifications when people mobilised in their bedrooms. This enabled members of staff to respond quickly and reduce the risks of falling. People had a wrist monitor, similar to a watch, which was part of the same monitoring system which was used to call members of staff if people needed immediate help or support. This innovative use of technology enabled the provider to monitor and support people to keep them safe without having to wake them or keep entering their room to check on them. Supportive interventions were in direct response to people’s immediate need as identified by the wrist-based alert function or the thermal monitoring system. The management team used the detailed information from this alert monitoring system to track, anaylse and review accidents and incidents. This enabled them to produce trend analysis reports and evidence a reduction in the total number of falls along with an understanding of when falls occurred most often.

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Members of staff work together well as a team. We heard from members of staff how they were supported in the workplace. One member of staff told us, "I have worked here a year now and I absolutely enjoy my job. The [registered] manager and the management team are very approachable and always listen if I have any issues. I wouldn't choose to work anywhere else. Montagu Hall Care Home a beautiful home and people get the outstanding care they deserve.” Another member of staff told us, "Yes, I do feel valued and listen to. I have my supervision session where I can express my feelings and if I can always ask my manager for a chat and express if I need any additional support.”