Mayfair Care Services Ltd

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 as good: At this assessment the rating has remained the same. 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.

Relatives told us people were treated with kindness, compassion and dignity in their day-to-day care and support. They felt listened to and that their opinion was important. People valued the support they received to keep clean and comfortable, to feel safe in their own home and to be able to remain in their own homes.

People’s privacy and dignity was respected and always upheld and there was a culture of kindness and respect towards, people, their relatives and between colleagues.

A relative told us, “We have always been impressed by the level of care our [family member] has received and thrilled by the compassion shown not only to our [family member] but to their [spouse] as well.”

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.

People’s individual needs and preferences were assessed prior to their care commencing and these were clearly reflected in the care, treatment and support they received. People’s personal, cultural, social and religious needs were understood and respected.

Relatives said people were treated and respected as individuals and this included the wider family members too. A relative said they heard stories of difficult relationships with people feeling not listened to or respected in their own homes. They said Mayfair Care Services had successfully managed difficult family dynamics being very thoughtful and respectful towards family members whilst kindly and firmly keeping the person’s needs at the core.

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 supported to maintain choice and control over their own care and to make decisions about their care, treatment and wellbeing. People felt Mayfair Care Service helped to promote their independence, their ability to maintain contact with their friends and leisure activities.

Staff and relatives gave us examples where the registered manager had supported people to access equipment necessary to support and maximise their independence.

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’s relatives praised staff for the care and support they provided and told us it gave them peace of mind knowing staff were so vigilant in their duties. For example, one relative said, “[Care worker] has got to know my family very well and really does care, they can pick up on if anything doesn’t seem quite right and then the team contact me.”

Relatives were thankful for the way the care service alleviated stress for them at difficult times. For example, one relative said, “I phoned [registered manager] today to request some additional visits, and they immediately organised this without any problem or drama! It is such a relief to know that Mayfair Care can respond immediately and decisively.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had regular opportunities to provide meaningful feedback and were encouraged to suggest ways to improve the service or care worker’s experiences.

The registered manager recognised the wellbeing of their staff team. This was evident by the provision of the necessary resources and facilities for safe working. For example, the registered manager had recognised menopause was affecting some of the team and, in response, undertook a course to enable them to support and sign post staff. The registered manager told us, “We are working on setting up a group meeting in relation to menopause for staff to share their experiences and have safe open dialogue. The impact of this has enabled us to adapt hours to support individuals in the menopause, they feel supported and listened to.”

People were supported by staff who felt valued by their leaders and colleagues. A staff member told us, “I would recommend any future care workers to be employed by Mayfair Care Services. Our management team treat their care staff members very well.” Another staff member said, “Good company to work for, very fair always ready to listen or support.”