Acer Mews

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 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 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 and families spoke positively about most staff. One person said, “I think they do their best and do care about the people in here.” We observed kind interactions, with some staff being very supportive and taking extra care to engage with people. Staff spoke in positive terms about the people they were supporting and wanted to provide good quality and compassionate care. Generally, staff appeared to know people well.

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 backgrounds and protected characteristics.

Staff appeared to know people well. People generally were content with how they were supported. One person said, “I don’t like being rushed and they never rush me with them (taking my medicines) in here.” Care plans contained some detail about people’s likes and preferences, with some care plans being more personalised and detailed than others. Care records did not always reflect how individualised care was being delivered. We noted that staff could do more to engage and stimulate people, especially those who were on one to one staffing levels. We also noted that one person enjoyed playing games but did not observe this to happen or find evidence of this in the records. Kitchen staff told us how they supported people with their food preferences and needs, including for people who preferred finger foods which were easier for them to eat.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff encouraged people who were able, to be as independent as possible about what they did and where they went. Care plans reflected what people could do for themselves. We observed people were supported to access the local community and go to activities and exercise classes, as well as contribute to the home in areas such as gardening. People generally felt their choices were respected. One family member commented, “The staff are caring, I just think they could be more proactive sometimes.”

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 any discomfort, concern or distress.

We observed staff generally responded to people’s needs in a timely way and took steps to ensure people had the reassurance needed. One person commented, “They sorted out my shower as soon as I said it wasn’t working and put me new shelves up when I asked. Nothing is too much trouble.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The registered manager told us there was an employee of the month scheme where staff successes were celebrated. The provider had other awards and recognitions of staff, and celebrations to ensure all the staff team feel valued. Staff generally spoke positively about working at the home and felt supported in their role since the registered manager was in post.