Monaveen (Care Outlook)

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

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’s outcomes were consistently good, and people’s feedback confirmed this.

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. A person told us, “The carers are all very nice. I have no complaints about them, or the building. They help me with the shower, getting dressed and medicines.” Another person told us, “I really like it here. Staff are all very nice, they are kind and caring.”

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. Where people had any religious cultural or religious beliefs these were documented in people’s care plans. People’s care plans provided information about their pasts, interests and preferences. Care plans provided detailed information on how a person wished to be supported and their preferred name. For example, on person’s care plan stated that they wanted staff to use short sentences when speaking to them and to ensure they understood what they were saying and to give them time to respond and be patient with them.

The provider promoted people's independence, so they knew their rights and had choice and control over their care, treatment and wellbeing. Care plans provided information on what people could do for themselves, which promoted people's independence. A person said, "Staff help me with washing and dressing. They do things at my pace and take their time with me. Without them, I would be lost.” Where it was part of their care package, people received support to go shopping, to have meals out, visit coffee shops, and go to places of worship.

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. For example, recent records showed staff had appropriately sought medical advice following a person displaying signs of ill health. This had resulted in them going to hospital to receive treatment. A person told us, “The manager comes in and makes sure things are going well.” One staff member said,” If I noticed something like a mood change, or something is unusual I would report this to a manager and feel they would be able to manage this.”

The provider promoted the well-being of their staff and supported them in delivering person-centred care. Staff praised their leaders for their supportive approach. There was clear evidence that leaders made adjustments to accommodate employees' personal circumstances, such as their health and well-being, enabling them to continue providing person-centred care. Systems were in place for staff to receive support, including counselling. A staff member told us, "I have no concerns with raising anything to the management and I feel listened to. Senior staff are so polite, I’m treated in a respectful way.” Staff had been supported to gain qualifications which contributed to their continuous professional development.