Meadow View Residential 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.

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 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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 their relatives told us that staff treated them kindly, with compassion and dignity. At our last inspection people had not always been treated with dignity. At this inspection we observed staff speaking kindly to people, although some interactions were task focused as staff did not always have time to have meaningful interactions with people.

A relative told us, “He has a lovely rapport with the staff, he gets on really well with them, he couldn’t tell you what their names are, but he really likes being there,” and, “Yes they do treat her well, very much so, they show a lot of empathy and care.” A person told us they felt the care they received from staff was ‘dignified.’ We observed staff interacting with people kindly, sharing jokes and stories about what staff did on their days off.

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 and their relatives told us that their loved ones were treated as individuals. A relative told us, “Yes they know all of that, they know he has a passion for football, they are making sure he’s watching the matches.” Another told us, “All the staff knew his name and all knew me, I’m all he talks about, I was greeted.”

People’s care plans contained person centred information including how to support people best. Staff knew people well and knew how to support them. A relative told us, “Sometimes with washing her hair she can be a bit difficult so they try and manage that she does have it washed, some days she won’t want it. They adjust to her and accept that and try another time.” And, “If he won’t do what they ask him, they leave him and come back in a minute, they are so caring.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

One person’s care plan was person centred and detailed that they would enjoy setting the tables, and wiping them after meals, however this did not occur in practice. Following meals, we saw staff were engaged in tasks, wiping down the kitchen area, sweeping and not engaged with people in the room. When the music stopped playing, staff chose another CD without any engagement with people on what they might to hear. They missed the opportunity to involve and engage with people. A staff member told us, “No, don't get as much time to spend with people as we'd like to.”

Staff did try to give people choice in other areas such as around food. For example, a relative told us, “They have two choices on plates and a tray, they walk around to each resident and ask which one they would like, someone writes it down, then they come back later and give them the dinner they chose.”

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. Staff had not always responded to people’s immediate needs. During the inspection, a person approached an inspector to share that they had a sore and were in pain. This information was passed to staff, and despite staff documenting this on daily notes, the concern was not escalated or shared with the registered manager. Staff did not take pictures of the sores, and their care plan was not updated. When we raised this with the registered manager, they ensured this action was taken straight away. Some staff and relatives shared with us they did not always feel there were enough staff to respond to people’s immediate needs.

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 that since our last inspection the culture of the service had improved, which improved their working life. Staff told us they had worked hard to improve the atmosphere of the service and staff work happily and well together as a team. Staff told us that the communication at the service had improved. The registered manager told us it was important to them to ensure staff received positive feedback when things had gone well. A staff member told us they felt valued. They said, “I am - by appreciating me, encouraging me and saying thank you.”