Mayflower Care 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.

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 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 told us staff were kind, friendly and approachable. Comments included, “I have very good support”; “I think so they are very kind they always knock on my door, but it is usually open we have lots of laughs” and “Some are really nice especially the lady with brown hair, Staff always knock on my door.”

We observed a number of positive interactions throughout the assessment. Staff had an open, friendly rapport with people and knew people very well. Care provided was person centred, people were treated with respect and were supported to spend their time how they chose. When people became anxious or upset staff responded promptly, such as offering distraction or a change of environment. Staff were quick to maintain dignity, for example at times people had taken their clothes off in communal areas, staff acted quickly to cover them up and support them to put clothing on to protect their privacy and dignity.

Relatives were positive about the staff and the way they treated their loved ones. They described staff as caring, kind, attentive and patient. Staff respected people’s privacy, treated people with dignity and respect and always asked for consent to care. Comments included, “They are all lovely with her very kind and caring. The staff are great, they genuinely have an interest in the residents here”; “Always the staff are so good, she is well looked after. They never raise their voices and they always speak to everyone in a calm way” and “[Staff names] go out of their way to make sure we as a family are ok too, often giving me a hug if I need it. Dad can't always accept mum’s illness and [staff member] will talk to him and offer reassurance.”

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. However, during the assessment some staff referred to a person in a derogatory term during one-to-one discussions with the inspection team. These discussions were not in front of people living at the service. We reported this to the management team as an area of concern which could lead to staff believing this was an acceptable term. The management team reassured us after the assessment that staff had all been spoken with to ensure they use respectful language. After the assessment the management team told us, 'The provider does not condone the use of derogatory language. Dignity, respect, and person-centred care are central to staff training, professional standards, and expected practice. Observations of staff practice are conducted during routine walk-arounds, with positive behaviours highlighted and supported to ensure residents are consistently addressed with dignity and respect. Staff are guided on values, behaviours, and service culture, with ongoing support to reinforce best practice. This incident represents an isolated concern and is not reflective of the service’s culture, values, or usual practice.'

During the assessment we also observed an interaction between a staff member and a person they supported. The staff member put an apron on the person at lunchtime without asking the person or explaining what they were doing.

Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We observed staff respecting people’s choices and treating people as individuals. For example, calling people by their preferred names. People’s cultural and religious needs were documented in care plans, and people were supported to have visits from religious ministers/clergy if this was their wish. A staff member told us, “We used to have Church of England services at the home, but she stopped coming. We can get a Catholic priest in. Activities staff come in and take people to church for those that can go out. No church services happen in the home for people that are unable to go out. I’m not aware of anyone else currently with different religious needs.” A person said, “I don't go unless it's a special occasion I am Church of England.”

People’s birthdays were celebrated and birthday cakes were made. A relative said, “Mum has cake and balloons and a present on her birthday and is made to feel special.” A person told us, “On my birthday we had a party and cake and my family came.”

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

We observed people and their relatives utilising the communal spaces within the service as well as spending time together in their own rooms. There was a garden which people could utilise when the weather was nice. There was a varied choice of activities available for people. The activities schedule on display showed various events such as, tuck shop (a staff member wheeled a mobile tuck shop around and people were able to purchase sweets and treats) movie afternoons, walking, going out for lunch, singalongs, music and movement, and balloon games. These were led by internal activities staff. A school choir had been booked to visit and sing for people on 1 of the days we visited. This did not take place due to sickness within the school. Activities staff facilitated various activities with people such as art, quizzes, board games, reading and reminiscence, and singing. People were helped and supported to decorate Christmas trees around the service. There was lots of laughter, chat and encouragement. A health and social care professional said, “I think activities are a tricky subject, a lot of residents are just not interested in taking part, quite often they take people into the garden, activities staff are lively and try to involve people.”

We observed people enjoying the activities, they were smiling, laughing and taking part. A person told us they enjoyed the activities. They said, “I like doing Christmas things and art, we are a very arty family.” Relatives told us, “My wife enjoys the dancing and singing and may take part in other activities when she wants to”; “He is no longer able to takes part in activities but the staff try to include him on what is going on around him”; “They have singers come, dancers, quiz night, those that are able are taken out to lunch”; “Mum likes the singing and dancing, she will join in when she can” and “I can see on the app if he has taken part in activities and I have been surprised to see him enjoying singing, dancing, clapping and being happy.”

People told us they were supported with maintaining contact with their friends and relatives. Comments included, “My family are very much part of my life, and I have some very good friends who take me out and we have a laugh” and “My family visit and I can ring my friends.”

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 responding to people’s needs in a timely manner. At busy times when care staff were supporting people to get up and ready for the day, staff attended to people using their call bells and listened to what the person wanted. Staff provided explanations and told people they would go back to them when they finished supporting another person. We observed they did go back and provide support when they said they would. Some people had additional staff allocated to them to keep them safe. We observed these staff enabling people to move around the service. People’s care plans gave clear information to staff about how to meet their needs and what actions to take to keep them safe. For example, some people sometimes put themselves on the floor and that was where they felt comfortable. Staff supported them to be safe and comfortable and get up in their own time.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider had systems and processes in place to promote and support staff wellbeing. The management team told us there was an employee helpline available which included counselling and medical advice. An employee of the month scheme was in place, which is where relatives could leave feedback about staff members and why they felt they deserved employee of the month. The winner of the employee of the month was congratulated with a gift and an employee of the month badge. The provider had a values recognition scheme where staff were awarded badges (such as badges for kindness as well as dementia badges). The management team explained there were flexible working arrangements in place for staff to enable them to meet their childcare needs and their religious needs such as attending church. The service had a prayer room which was especially used during Ramadan celebrations. The registered manager told us, “We encourage people who have been off to have phased returns, we provide equipment for staff such as staff who require back support or different chairs. There is a menopause policy and support for staff.”

Staff told us the service was flexible around childcare. Comments included, “I have requested flexibility due to childcare and they have been very responsive. It is good for my mental health” “We have welfare packages in place. They help us swap shifts, they have mental health support. I’m getting help from them” and “There are leaflets in staff areas offering mental health support and looking after wellbeing. There used to be an employee of the month scheme.”