Marama Care HQ

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.

This is the first assessment for this newly registered service. This key question has been rated 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 placed people at the centre of their care and treatment. Care records we reviewed were person-centred and included guidance for staff on preferred activities.

Some relatives and a person told us they were involved in developing the care and support plan. A staff member told us, “Person-centred care means you make sure the care you are giving is in line with what the person is wanting and also that they are aware and agreeing to everything you are doing”, and “I provide person centred care by treating all clients individually and actively involving them in their care planning, listening to their opinions and granting them the dignity and respect they deserve whilst they make their own choices and preferences”.

The provider demonstrated a strong understanding of the diverse health and care needs of people and their communities. Care was joined-up, flexible, and delivered with continuity.

The registered manager described a thorough process for accepting new people into the service, ensuring they gathered comprehensive information to support a smooth, person-centred transition. Staff received specific training tailored to each person’s care and support needs and had meeting opportunities to gain insight from families, previous providers and professionals. We observed staff attending one of these meetings during the first day of inspection.

Professionals told us the service worked closely with them to support continuity of care. Comments included, “We had staff training days where staff were able to meet with the MDT (Multi-Disciplinary Team). We shared approaches to support the history of the person, communication aids and this ensured each member of the team had that information provided directly to them”, and “Team lead/senior support workers regularly on shift to support with consistency of care, ensuring good practice throughout the shift”.

A staff member told us, “We do meetings for new clients, we do shadowing and we know all about the client”.

Relatives told us, “It was phased (the transition to Marama). The provider worked closely with his colleagues. It was a gradual move. Spent days together, then overnight stays. (Person’s Name) took to it really well, they have a good bond.” Another relative told us all the family had been involved.

The provider supplied up-to-date information to people and relatives in formats tailored to individual needs. Relatives told us they had access to the Hive (service’s electronic care planning system), which kept them informed and involved in the person’s care. Comments included, “Hive is available, we look at it daily to see what they have been doing, eating, toileting and doctor’s appointments. Everything is recorded”, and “Hive is the best thing to access the service. Or WhatsApp group. They respond quickly to me”.

Relatives told us staff used people’s preferred methods of communication. Comments included, “Makaton and PECS board (both communication aids)is used”, and “(Person’s name) is non-verbal, uses Makaton and he helps to train the staff in this”.

A staff member told us, “We use pictures, sign language and you can read their mood, you know their gestures and their facial expressions, when you know the client, you know when they are not happy and then you can go through things with them to find out what is worrying them”.

We observed staff communicating with people using their preferred methods.

The provider made it easy for people to share feedback and ideas. Staff involved individuals in decisions about their care and informed them of any changes made as a result.

The provider had systems in place to gather feedback from relatives, professionals, clients, and staff through regular surveys. This information was analysed to identify areas for improvement.

Newsletters were shared with updates on the business, management, and examples of positive practice. Relatives and professionals received monthly reports via Hive (the electronic care planning system), which included a summary of the person’s month—covering current presentation, planned actions, incidents, activities, and health appointments.

A professional told us, “Incident forms are sent to us fairly promptly, they send these within their monthly reports”.

The provider ensured people could access the care, support, and treatment they needed when required.

People had access to health professionals to promote and maintain their wellbeing. Records showed staff supported people with regular and emergency dental visits. Relatives told us people’s vaccinations were up to date and staff supported access to GP appointments, which were recorded on the service’s electronic care planning system.

Staff and leaders actively listened to people most likely to experience inequality in care and tailored support in response. People, relatives, and professionals told us the service supported individuals to go out regularly.

During home visits, we observed people preparing to go out. One person showed us they volunteered weekly with staff support. Relatives told us people spent their days doing activities they enjoyed. Comments included, “Visits church after the service has finished. They like lighting a candle and then goes to a steam railway nearby”, and “Enjoys walking and visiting parks. Trampolines, watching the horses at Dartmoor. Lives close to the beach which (Person’s name) loves to go too”.

A professional told us, “The person I support has always had difficulties with not getting out enough. Marama take this person out daily, sometimes 3 times per day if they request. This is an important factor and has led to a significant reduction in behaviours of distress”.

People were supported to plan for important life changes, including end-of-life care, allowing time to make informed decisions about their future.

The registered manager told us about planning this conversation with one person, and their care plan confirmed this.

The yearly managers’ report included people’s goals and achievements over the year. A relative told us the service had supported the person to achieve their goals. They commented, “(Person’s name) achieved their goals already. They can cut his hair, shave him. They allow it. This might be little things for us but is a big step for them”.