Mayfair Care Services Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question as good. At this assessment the rating has remained the same. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Detailed and personalised care plans were developed with the involvement of people, and their relatives where appropriate, to help ensure the care people received embodied their likes, dislikes and individuals’ preferences and choice.

Staff referred to people with respect and fondness and clearly knew and understood their needs well. A relative told us, “We read the notes in the communication section of [person’s] care plan and can clearly see their needs have been met daily. We often see the care workers when we visit and we see how respectful and caring they are, not only with [person], but with [spouse] too. They administer the care with a smile and upbeat conversation. They are all such friendly, happy people and it has been a pleasure to get to know them.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager and staff supported people to become part of their community and to receive support from different services. Staff advocated for people and worked alongside external health professionals to help ensure they received appropriate support with their health needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service user guide was detailed, easy to follow and gave people a clear picture about what they could expect from Mayfair Care Services. The guide explained to people about choices and how they would be supported to exercise choice in all aspects of their care and support.

People were also provided with an information pack which went into more detail of the services provided and included information about how to raise a concern or complaint and the avenues available for people to do this.

The provider’s internet page included a wealth of information for people looking for care and support and their relatives. For example, there was text and audio description about the government schemes such as the Personal Budget scheme and Direct Payments. The information explained how these schemes differed so people could make informed choices.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Peoples’ communication needs were assessed and kept under review. The provider told us information could be provided in a range of ways to meet people’s individual needs, for example there was a facility for people to raise concerns using audio tapes or fax.

The provider advised they had not received any complaints and believed this was because they proactively responded to people’s feelings and wishes. A relative told us, “We have never had cause for complaint, quite the opposite. We are absolutely delighted with the management and staff at Mayfair.”

The provider undertook 6 monthly surveys to gather people’s views on the care and support provided. These care survey results were posted on the provider’s website for people using the service currently to see as well as anyone looking for a care service.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The registered manager and staff actively listened to all people using the service to identify who were most likely to encounter inequality in their experiences or outcomes

and tailored their care support and treatment in response to this.People had individual care plans which were regularly reviewed to help ensure people continued to be supported in their preferred way. Staff escalated any concerns around people's health or care needs

A relative told us, “The registered manager phoned me one day, concerned about a cut on [family member’s] leg as reported to her by a care worker. The registered manager phoned me to update me on this and even followed it up with a personal visit to check on the wound. All the staff clearly show great care and compassion for our [family members].”

People were supported to plan for important life changes if they were comfortable to have this support. This meant they could make informed decisions about their future including at the end of their life. There was no-one in receipt at end-of-life care at the time of this assessment however the provider had systems in place to help ensure people’s death was managed with dignity and compassion.

Training in end of life care was provided for the staff team and staff told us support was available from community nurses and hospice nurses to help ensure anticipatory medicines were available to manage people’s symptoms if required.