Mulberry Court Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Support plans were in place which reflected people’s personal preferences, life histories, likes, dislikes and the things which mattered to them and made them who they were. Clinical needs were also well documented. Care records also noted where people had specific needs around the gender of staff providing personal care.

We received mixed feedback on relative’s involvement in care planning. A relative said, “I’ve seen [care plans] once, after [family member] had settled in but haven’t heard anything since.” However, another relative said, “I am quite involved. I ask questions and I get answers from management.” Documentation showed evidence of involvement of relatives in care planning.

Care was coordinated and continuous. Care plans reflected support from relatives and other services. Staff had specific training with regards to the people living in the home, for example, dementia awareness and mental health. Staff received appropriate induction to support the provision of care and rotas showed continuity of care.

A relative said, “Carers know your name, it’s the same carers all of the time, no agency staff.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. An accessible information standard policy was in place.

Accessible information was provided regarding safeguarding and to support people to make some decisions, though could be improved at mealtimes. Staff completed communication training to support them to communicate with people. Care plans provided guidance for staff on how to communicate with people including those with diverse needs.

A relative said, “The website overpromises and under delivers – advertises a shop – no shop.” The registered manager confirmed that there was no longer a shop at the home.

Staff were able to explain how they responded to complaints. Complaints guidance was available to people who used the service and their relatives. However, the response to a complaint we reviewed did not include details of other bodies to go to if the complainant was dissatisfied with the response.

A relative said, “There are no meetings or any news - you have to join their Facebook group to find out.” The registered manager told us that they would be starting relatives’ meetings and sending out a regular email update to families. The most recent relative survey results were positive. No resident meetings or resident surveys were taking place at the service.

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their mobility and communication needs could be met.

Staff told us they were committed to ensuring everyone received fair and equal support and staff completed training in this area.

People experienced fair and equitable care.

Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities were considered, where appropriate, and support provided, for example, with mobility. People’s diverse needs were also considered and guidance provided to staff to ensure they experienced equitable care.

People’s care records did not always show how they were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Care plans were in place and were clear whether people wished to receive emergency care, however, they required further development to ensure they reflected people’s personalised wishes for care in the future. The provider took action following the assessment visit to address this. Staff completed training to help provide care for people at the end of their life.