Maristow Nursing 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 75 (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.

There was a welcoming, relaxed atmosphere at the service. Staff interacted well with people, and there was general conversation and laughing. Leaders confirmed they promoted this to ensure people felt at home in the service.

People and their relatives were complimentary about the staff. They said they were “kind and caring” and “wonderful, universally kind.” One relative told us, “[Leaders] and the team go above and beyond. They really care about people and can’t do enough for you.” Another relative said, “I just love this place, it’s amazing. I can’t praise them enough.”

Leaders had received many thank you cards and letters. These all demonstrated satisfaction with the care provided.

Staff were confident when talking about promoting people’s rights to privacy and dignity. They said they would always close doors and curtains when supporting a person with their personal care and keep them covered whilst having a wash.

However, there were signs within the environment which did not promote people’s dignity. This included a person’s continence care displayed on their bedroom wall, and people’s drink preferences, including any thickener required, within the kitchenette. Leaders told us they would take action to address this.

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.

Leaders told us it was important to get to know people and learn about their individuality. They said this started during the assessment process and was then ongoing through general conversation and interactions. They said people were encouraged to follow their preferences including getting up and going to bed when they wanted.

People’s preferences were detailed in their care plans and considered when planning activities. There were photographs around the service which showed people enjoying external entertainers and visits from a therapy dog. One person told us they had enjoyed the bell ringers who had been to the service a few times this year.

Some people chose not to take part in activities, which was respected. People who chose to stay in their bedrooms were visited by the activity’s organiser, if they wanted this.

People were encouraged to have visitors and go out as they wished. We observed staff accompanying some people outside for a walk. One person confirmed this and said “[Name of staff member] pushes me into town once every couple of weeks and we go into the library.”

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

People were encouraged to be as independent as possible and follow their preferred routines. This included using equipment to help with mobility and specialised cutlery to aid eating. One person told us leaders had brought a chair up from downstairs, as it was easier for them to get out of than the one, they had.

Leaders told us they ensured people were encouraged to direct their care and make choices, as they would have done before moving to the service. This included how they spent their day, whether they wanted a bath or shower or a rest in the afternoon. They said they always encouraged people to bring personal possessions with them on admission and arrange their room as they wished. Staff confirmed this and said they always asked people what they wanted. This included if they wanted to get up late or have a cooked breakfast. One staff member told us, “I might show them 3 or 4 tops to see what they wanted to wear, even if they tell me to choose for them.”

People’s care plans informed staff how to promote choice and independence. This included encouraging people to wash their face and clean their teeth independently if they were able to.

People were encouraged to maintain relationships with friends and family. Visitors were welcomed and offered a drink at any time. Records showed some people regularly went out with their relatives.

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 call bells were answered quickly and any requests were addressed straight away. Staff spent time with one person who needed additional emotional support. They showed empathy and gave reassurance in a caring manner, which enabled the person to feel more relaxed.

Staff supported those people who needed assistance to eat in a kind, attentive manner. They took their time and informed the person what each spoonful consisted of. There was lots of chatting and staff ate their own meal alongside people. This enabled a social experience and encouraged people to eat by mirroring. One staff member did not speak to a person whilst assisting them to drink, to minimise the risk of a choking incident.

Relatives told us when they visited, their family member always looked comfortable, well-groomed and cared for. This included manicured nails, freshly brushed hair and clean clothing and bedding. They told us there were always staff around to help as needed and care was provided in a timely manner.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff were complimentary about the management team and said they felt well supported, personally and professionally. One staff member told us, “Everyone is approachable and being small we can see things. It’s a tight team, not many staff changes, and only very rarely are agency staff used.” Another staff member said, “[Leaders] are amazing. They are very invested in the service and give it everything they can. We are very lucky.”

Staff told us leaders were in the service daily and available by telephone at other times. They said this enabled immediate advice when needed.

Leaders told us they had a caring, established and consistent staff team who worked together well. They said they were fully staffed and rarely used agency staff, which ensured consistency and a relaxed atmosphere. Leaders said they spoke to staff daily and often worked alongside them. They ensured any adjustments were made to help staff work to their potential. Leaders told us they encouraged progression, and saw caring to be a profession, which they helped promote.