The Marbrook Centre

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 inspection we rated this key question good. At this inspection,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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff did not always treat people with kindness,compassion,and dignity. We observed several times of the day where people went longer periods of time without meaningful engagement from staff increasing the risk of social isolation. There were also several occasions where people would have benefited from staff support, however staff did not go to them, despite being in the same area as them. Some of the language used to describe people in care records lacked dignity and respect. The registered manager and management team took action to start addressing these issues. For example, they held supervision with staff about effective record keeping and completed observations at times of the day we identified people receiving less interaction.

However, we also observed staff to speak kindly with people and treat them with compassion. For example, they spoke with people softly and slowly and spoke with them about how they were feeling. Staff knocked on people’s doors before entering and supported them with privacy and dignity if they needed personal care. People and relatives felt staff were kind and caring and we observed people to be happy and relaxed with the staff team,laughing and talking easily with them. One person said, ‘‘Staff are kind and polite and they do the very best they can to give me the best experience possible.’’ A relative told us, ‘‘[Staff] are happy and friendly,and nothing is too much for them.’’

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. We observed staff talking with people about things that interested them. People had been supported to personalise and decorate their rooms,and staff knew what people liked to eat and drink.Care plans and risk assessments were very individualised. For people using the rehabilitation service, there were clear individualised plans in place to help them rehabilitate and regain their independence and living skills. One person said,‘‘[Staff] are really kind and know all my individual choices like when I want to get up. They know how important my plants are to me and make sure they are watered.’’ A relative told us, ‘‘[Family member’s] needs have changed a lot recently, but staff know what they like and don’t like and make sure they still support them with this. This means a lot to [family member] and to me.’’

Staff promoted people's independence and asked them to make choices in the majority of the day-to-day areas of their support. For example, staff asked people what they wanted to eat and drink, what they wanted to wear and what time they wanted to be supported with personal care. Staff took their time when they supported people, making sure the person was in control of how they were being supported. People were given the choice as to whether they wanted to leave the service and take part in social opportunities in the community.Staff promoted people’s independence by helping them do as much as they could themselves before helping them at times such as walking around the service or eating meals. For people using the service for rehabilitation there was a clear focus on increasing independence to prepare them to go back home after using the service.One person said, ‘‘I have come on leaps and bounds,and I am very determined[to increase my independence]. [Staff] are good at helping me do as much as I can myself.’’ A relative told us, ‘‘[Family member]is used to doing as much as they can themselves and [staff] know how important this is to them. Even as their needs change staff keep involving them and offering as much choice as possible.’’

Staff responded to people's needs in the moment or act to minimise any discomfort, concern, or distress.People’s support needs were closely monitored and responded to as their needs changed, enabling staff to support people to be more independent as they regained their abilities during rehabilitation.Staff told us how they noted changes in people’s support needs and reported this to the management team to make sure care plans and risk assessments were updated.Staff were attentive to people’s needs throughout the day in relation to personal care or making sure they had something to eat and drink. One person said, ‘‘You never have to wait long if you need anything.’’ A relative told us, ‘‘We are confident [family member] has all of their needs met,and they are not left waiting for a long time.’’

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff enjoyed their job roles and told us they felt well supported by the management team. Staff were supported to attend meetings and have discussion about their job roles and any help they may need.