Mountfield

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 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. However, people told us that staff sometimes spoke in their first language, rather than English, when speaking amongst themselves, and in front of them which they did not feel was appropriate.

Staff treated colleagues from other organisations with kindness and respect. Despite feedback showing that some staff were more proactive than others in delivering care, people agreed staff consistently showed kindness and patience when supporting people and this was confirmed by our observations. One person who used the service said, “The staff treat me very well and they go out of their way to be nice and check that I am okay.” Relatives agreed. One told us, “My [family member] responds to kindness. If I am walking around with them they will stop and touch and kiss the staff. They would not do that if they had any concerns about a member of staff. They are clearly comfortable with them.”

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.

We saw that people’s interests, histories and backgrounds were encouraged and supported. For example, we saw that people were supported to express themselves in what they wore and how they wished for their rooms to be personalised. One person who used the service told us, “I would hate to be looked after like a baby and that doesn’t happen here. I am treated like an adult and I appreciate that. They get it just right. People are not making judgements about me.”

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

People told us they had autonomy on how they spent their day and control in the care and support they received. For example, 1 person who used the service told us, “I like that I can make my own decisions.” Care plans confirmed that people’s independence was considered and supported.

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.

People told us they felt listened to and that staff responded quickly when they needed them, including the event of an emergency. One person who used the service said, “I did have a couple of falls, and the staff were very quick to come to me.” Relatives agreed. One told us, “Staff have certainly come quickly when I have called them.” Our observations confirmed this.

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

Staff agreed that they felt valued and cared for. One staff member said, “I feel valued and appreciated in my role, and communication amongst staff is respectful.” Staff told us they were supported to provide a good level of care however some felt that to truly deliver a consistently person-centred service, more staff were needed.