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.

At our last assessment, we rated this key question good. At this assessment, the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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.

People experienced caring and respectful support from staff who knew them well. During the assessment, we observed friendly and calm interactions, including staff welcoming a person into the office and supporting them in a way that preserved dignity and promoted confidence. Most relatives told us staff were kind, patient and compassionate, and described them as skilled in providing emotional reassurance and listening to people when they were distressed.

Staff explained how they protected people’s privacy during personal care and adapted their approach to meet individual communication and sensory needs.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not always promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We received mixed feedback from relatives in relation to giving people choice. Their comments included, “They don’t offer him choice at all” and “(Person’s name) needs support with managing a healthy diet. Staff manage this with her.”

We also received mixed feedback in relation to people taking part in activities and going out. Their comments included, “They aren’t looking out for opportunities for (person’s name). I keep telling them about social opportunities, and they aren’t taking him,” and, “They take (Person’s name) out quite a lot.”

The management team told us about the current challenges they faced with employment and ensuring they had staff who could drive, to ensure people could get out and about. The registered manager told us how they were overcoming these barriers and taking further action to strengthen their approach.

Staff described how they encouraged positive risk-taking so people could do things that mattered to them, while keeping them safe. Practice observations showed people leading their day, with staff responding to cues and offering support only when needed.

One staff member told us, “I offer choice and promote their independence. I encourage them to actively participate in physical activities where they do exercises like a walk, trampoline, visiting places that they like.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.