Maidment Court

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.

The service always 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 staff were kind and caring. People told us they were assured information shared about their care and personal details were kept confidential. People reported positive experiences of care and support. Feedback highlighted staff were respectful, kind and supportive, and treated people with dignity at all times. People felt listened to and supported. A person said to us, “I like all the carers, they are kind and caring to me.” A relative agreed and told us, “All the staff are very friendly and helpful.”

The service 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 told us they were treated as individuals. Staff knew people well. People were at the heart of the care provided by staff at Maidment Court. A relative said, “The staff understand my loved one’s needs and the care received is tailored to their requirements.” Care and support were designed around each person’s individual needs and preferences, with staff providing additional time and support when needed. Care plans contained person-centred information about people’s preferences, their preferred routines and the activities they enjoyed doing. Staff and managers knew people well and demonstrated a good understanding of their needs and preferences. Feedback from family members was positive and reinforced this view.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to have control over their lives. Staff told us they provided encouragement and support without taking over. Staff placed a strong emphasis on promoting people’s independence whilst respecting individual choice, which was reflected in care plans. Care plans clearly outlined the levels of support people required with specific tasks, such as cooking and personal care, including showering. A relative said, “Unfortunately my loved one’s dementia is now at the point where they find it difficult to make decisions, but I know that the staff always offer choice, for example, what [person] wants to wear.” A person told us, “The staff encourage us to do things for ourselves, they don’t take over.” We observed relatives and friends visiting people and observed friendly interactions between people living at the service. People had access to activities and the local community which promoted and supported their independence, health and wellbeing.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and their relatives told us communication with the service was easy, they were confident in being heard. People told us care was flexible and responsive, with staff arriving on time, staying for agreed periods, and responding promptly when support was requested. Call systems and intercoms were available and used effectively. The provider told us there were previous technical issues with the previous alarm bell system and a new system had been implemented in the last few weeks. People told us call bells were not always responded to quickly. However, some people reported an improvement.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.Staff told us they were supported with a range of benefits and support. Wellbeing was a focus for the provider and the manager. The provider had arrangements in place to support staff wellbeing and recognise their contribution. Staff had access to an Employee Assistance Programme and workplace adjustments were considered where required. The provider told us they supported staff with their religious and faith needs. Staff achievements and contributions were recognised in a number of ways. Long service was acknowledged at 5, 10 and 15 years through certificates, badges and gift vouchers. The provider also recognised staff who had gone above and beyond, for example by giving them a small gift and also a Christmas gift. Maidment Court had held staff award meetings where each member of staff received an award for a different reason. The provider described a supportive approach when staff experienced financial difficulties. They told us staff and managers had come together to provide practical support with basic necessities, such as food and toiletries, when colleagues were struggling financially.