Mary's Home

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 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 relatives told us they were treated with kindness and compassion and their privacy and dignity were respected.

Staff were aware of people’s individual care and support needs and respected these. Staff spoke about people in a kind and respectful manner. Staff ensured people’s dignity was maintained. For example, staff knocked on people’s bedrooms doors before entering. They asked them what they would like to do, and which activities they would like to join in with on the day.

We observed staff treating people with kindness and compassion. We observed staff providing people with support when upset or distressed. For example, we observed staff providing reassurances to a person by sitting with them and holding their hand.

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.

People were treated as individuals. They had been part of their care planning and staff worked with people and their families to find out about people’s preferences, likes, wishes, hobbies and interests.

The registered manager told us they ensured pre-admission assessments were completed with people before they moved into the home so that the staff team had information and guidance on the person and how they liked and needed to be supported. A more detailed assessment and care plan was completed once they have got to know the person. This meant people were treated as individuals and had personalised care plans.

We observed people were always treated with dignity and respect. People were all treated as individuals. The staff team treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They ensured they were aware of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

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

People told us they were supported to have choice and control over their care. One person told us “I get up when I like, and I can do most things for myself. I get support when I need it.”
People told us that they were able to live their lives as they wanted. One person told us, “I am quite independent and so I can go out when I need to for a while, as long as I let staff know.”

Staff understood people’s ability to make choices and told us they would always encourage people to make their own choices. One staff member said, “We ask people what they would like, and people can and do tell us.”

We saw staff promoting people’s independence and choice. For example, during lunch time people were given choices of drinks, meal, and puddings. People were given the choice on what activities they wanted to participate in.

There were no restrictions on people having visitors to the care home. The provider invited families and friends to come at any time and have dinner with their loved ones.

There were regular meetings for people and staff to feedback. During one meeting, people had fed back how they would like to spend the day in and out of the care home. We saw staff had supported people to do the things they suggested or wanted to do.

Staff supported people to access specialist equipment to support them to live as independently as possible. For example, we observed people to have mobility aids in place to support them to walk independently.

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.

Staff knew people well and were able to recognise the different ways in which people communicated their discomfort, pain or distress. People’s care plans included detailed information about people’s health and wellbeing needs and provided guidance to staff on how to recognise when a person may be unwell or require healthcare professional input. A health professional working with the service told us, “Staff know people well, they recognise when a person is unwell and can usually take preventative action before urgent care is needed.”

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

Staff told us they had regular breaks during their shifts at work. Managers told us they had open and honest communication with staff. There was management cover at the service 7 days a week to ensure that staff always had management support. As a part of the providers active quality audit processes, staff were provided with regular opportunities to provide feedback, raise concerns, and suggest ways to improve the service through one-to-one supervisions, staff meetings and approaching management at any time.