Maer Lane

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 inspection we rated this key question good. At this inspection 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 treated people with kindness, empathy, compassion and respected their privacy and dignity. One person said, “I really do like the staff, they are funny, and we talk” and another person said they were “Nice.” Staff referred to people they supported with respect and genuine regard. One relative told us the staff treated their family member brilliantly and they encourage them in everything they did.

We saw people’s personal dignity was promoted by staff. This included ensuring any interventions were completed in privacy. People had access to their own rooms, communal living areas and garden areas where they could spend time with friends, families or their people they lived with house mates.

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. For example, 1 person talked about their personal preferences and beliefs. They felt staff supported them in a way that supported their preference which they valued. Staff knew people well and could tell us about each individuals personal life experiences, those who mattered to them, their abilities and goals.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Despite the concerns regarding the providers documentation of individuals capacities to make decisions, people were supported to be independent and have choice. People were supported to be independent. Their individual care and support plans outlined what they could do themselves, what they needed assistance with and how they could build on their existing skills with encouragement. One relative described how their family member had been encouraged to engage in new experiences whilst at Maer Lane which they felt enriched their life.

The service 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 were involved in the development of their individual care and support plans. Their personal needs and preferences were recorded, known and promoted by staff. People were empowered to have their say about things that were important to them, listened too and then these acted on. People received emotional support at times of upset. We saw one person experiencing anxieties and distress and staff responded immediately. Staff responded immediately and reassured this person who visibly calmed and continued with their activity.

The service cared about and promoted the wellbeing of their staff, which supported and enabled staff to deliver person-centred care. The provider had policies and procedures in place to support staff wellbeing. One staff member said, “I can say that I feel that I'm valued because I'm part of the team, making me feel comfortable.”