Marika House

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 service 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.

Staff interactions showed people were treated with kindness, empathy and compassion and staff respected their privacy and dignity.

Relatives and professionals also told us staff treated people with kindness, compassion, and dignity.

The registered manager told us, “I observe staff daily to ensure they are speaking to people respectfully, they are informing people of what support they want to provide, and they are knocking on doors. We provide dignity and respect training as part of staff’s induction. I also regularly review people’s daily notes.”

People were supported to have visitors and could utilise rooms in the service as well as the garden space.

The service treated people as individuals, and they mostly 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.

Staff told us the received specific communication training to support some people living in the home. They also told us, how they met the cultural needs of a person they were supporting.

They took account of people’s culture and unique backgrounds and protected characteristics. The registered manager told us, “Care plans need to be a joint effort. The person needs to be at the centre and then, where appropriate involve staff, family and professionals who know the person well along with their wishes and needs. You need to think about how the best way is to support the person to be able to contribute.”

The service promoted people’s independence, and people had choice and control over their own day-to-day care, treatment, and wellbeing.

Staff were positive in empowering people to be as independent as possible and celebrated this.We observed the mealtime experience for people. People were given a choice of where they would like to eat their meal, some people sat at a dining table, 1 person was sat watching the television with their meal on a lap tray. This meant people were given independence, choice and control and their choices were respected.

Staff were communicating with people in the way they preferred and were kind and compassionate.

The service 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 positively to several people who were at different times in a heightened state of anxiety. It was clear staff knew people well and responded to their immediate needs with kindness and compassion. We also observed staff knowing when to give a person space to enable them to reduce their anxiety.

The service cared about and promoted the wellbeing of their staff and supported and enabled them to deliver person-centred care.

Staff members told us the home was a good place to work, 1 staff member told us, “I can ask for support. What I like most is the teamwork. It is a really good team.”

Staff also told us the provider offered opportunities for personal and carer development. Team meetings were held to discuss issues relevant to the service or staff experience.

A staff survey had also been issued to encourage feedback; however, no actions had been devised from the feedback received, therefore we could not be assured these surveys drove improvement.