Mountview

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• 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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

The service was in breach of legal regulation in relation to Regulation 10 (Dignity and respect).

This service scored 62 (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 did not respect people’s privacy and dignity. This placed people at risk of unsafe care and support that did not ensure their privacy.The office ofanother service run by the provideroperatedfrom the first floor of the premises of Mountview.The staff fromthatservicemadeuse ofthe offices upstairs by accessing the care home, and the garden office by walking through the resident’s garden. This included walking past 2 people’sbedrooms. This meant people’s home life and privacy was not always being respected whenpeople from another service worked in theirhome, hadaccess throughtheir home,and garden, without their needs being clearly prioritised.

We observed individual staff showing kindness and we saw them engaged in conversations with people in a relaxed and natural manner. Staff showed an understanding of equality and diversity. The service was non-discriminatory, and staff told us they would always support people with any needs they had with regards to their disability, race, religion, preferred gender, and faith. Staff had received training on equality and diversity, privacy, and dignity. They were able to tell us how they maintained people’s privacy and dignity by asking for their permission before entering their room, and by covering them to ensure people were comfortable when providing them with personal care.

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 promoted people’s independence. Staff supported and enabled people to do as much as they could for themselves. They knew people well and understood what people were able to do independently. People’s care records included sections about their cultural and religious backgrounds and relationships that were important to them. For example, about their spiritual needs and particular food and staff respected these.

Staff involved people in the service and supported them to make choices about aspects of daily life, including how they spent their time and what they wanted to eat. Staff recognised people’s need for stimulation and supported people to follow their interests and take part in activities. Staff supported people to maintain relationships with their family. Staff supported people to go into the community and visit their family.

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.