Marama Care HQ

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 newly registered 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 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated colleagues from other organisations with kindness and respect. Although we received positive feedback from staff, and relating to staff. The provider did not always respect people’s privacy and dignity, for example we found impact of dignity not being upheld as mental capacity assessments were not completed in relation to consent for relatives to have access to their care records.

A relative told us, “They are fantastic staff. There is not one member of staff that gives me concern. They are respectful and listen”.

A staff member told us, “Clients are treated with dignity and respect, and staff are valued and supported in their roles. I feel proud to be part of the team”.

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 background and protected characteristics.

Relatives told us, “Staff know his likes and dislikes more than me”.

We visited people in their homes. Some could not communicate verbally, and we observed staff giving them time to express themselves using their preferred method of communication. One person, who could communicate verbally, asked a staff member to speak on their behalf, telling us the staff member knew them very well.

A staff member told us, “The care I give is tailored to each individual’s needs, preferences, and routines. I always involve the client in decisions about their care and support and make sure that their voice is heard”.

The provider promoted people’s independence. We observed individuals planning their day and engaging in meaningful activities, such as swimming and going for walks.

Staff told us they encouraged independence. One staff member told us, “With independence you need to encourage them, and you can prompt them and try and make them feel that they can do this and help them believe they can achieve these things”.However, while independence was promoted, the service did not always consider people’s choice and control over their care, treatment, and wellbeing in line with the Mental Capacity Act 2005.

The leadership team in the service were passionate about people having a genuine tenancy and the model of care promoting the level of privacy and dignity that a tenancy should give.

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 discomfort, concern, or distress. Records showed staff escalated concerns to medical professionals, including social workers and GP’s.

A relative told us, “Staff take them to all their GP and Dentist appointments”.

A professional told us, “The person I support has recurrent UTIs (urine infections) that are evident in their behaviour. Marama are quick to report and get treatment for this evidencing that they know them well enough to see when their health impacts on their presentation”.

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 told us, “We have to make the staff feel involved, they are not just support workers”. The provider told us about the support they provided to their staff who were under a sponsorship scheme, they explained they supported staff and their children if needed to access medical care and education.

We had a large portion of staff contact us through our feedback of care form and staff wanting to speak to us. Staff were extremely positive about the provider throughout in both their work and personal life. Comments included, “(Registered Manager’s name) picked me up from the coach station when I arrived and took me to a staff house. There was food and new bed linen, very comfortable housing. The directors even came to check on us and see if we had settled in well”, and “I have received a lot of continuous training and equipped with adequate skills to perform our duty of care”, and “I have learnt so much since working with Marama and the passion I have for my job is 100% because Marama give staff everything required to work professionally and passionately”.