Maycroft Care Home

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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

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.

All staff and the manager were committed to providing support which was tailored to meet people’s individual choices and preferences.People and relatives were engaged in the process of care planning and reviewing their care plans.

People were offered choices in their daily routines and encouraged to engage in meaningful activities. On the day of our first visit, people were taking in part in musical bingo, which was being enjoyed with lots of chatter and laughter. People told us they were given a choice whether to attend activities, and although people were always encouraged, staff respected their choice to attend or not. A staff member told us, “The residents enjoy participating in all the activities in the home and trips out. It really changes their life to be brighter and more fun. Residents receive good care here. All staff are involved in the activities especially when we have outside entertainers.”

The service produced a newsletter called ‘The Daily Sparkle’ which included articles on anniversaries of events and a puzzle to complete. This contained information for people and relatives about what had been happening at the home, such as outings or activities and any news they might like to be informed of.

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.

People and their relatives told us they were happy with the care they received and felt supported by staff who knew them well.

Care plans contained person-specific information about what mattered to people, including their routines, preferences, and important relationships.

Staff received training relevant to the needs of people they supported. There was evidence people were supported to attend health and social care appointments and that staff coordinated with other professionals to ensure continuity across services. Information about other agencies involved in each person’s care was documented in their records, supporting effective multi-agency working.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People communication needs were assessed during their admission assessment and information was made available in different formats to support people’s understanding, tailored to their individual needs. An activities plan was provided in pictorial format and was displayed on the wall in the lounge/diner. Care plans included clear details about the support required to assist people with communication, ensuring staff could engage and respond to each person appropriately.

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.

Policies and procedures were in place to manage and respond to complaints effectively. People and relatives felt able to speak to the staff and the registered manager about any issues or concerns and felt confident that this matter should be addressed. One relative told us, “I can speak to the manager anytime, it is a well-run, relaxed home and we can't fault it really.” Another relative said, “The staff couldn’t be more helpful or more kind, if I want to know anything they sit me down and explain things, so patient.” A third relative said, “I have not had to raise any issues or complaints, but if I did the manager is approachable and frequently visible around the home.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager ensured people had access to services such aspodiatrists, dieticians, opticians and dentists. People and families were very confident that the provider would arrange for support where this was needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider had systems in place to identify changes in people's needs and liaised with other healthcare professionals such as the GP, speech and language team and community nursing team to ensure people had appropriate support in place when required.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

People and their relatives raised no concerns related to discrimination or unequal experiences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s wishes and preferences for end-of-life care were being discussed with them and their loved ones and clearly recorded in care plans. Staff demonstrated commitment to respecting these choices and maintaining up-to-date plans.

The registered manager worked closely with healthcare professionals to ensure Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) orders were up to date and reviewed when they needed to be.

The registered manager explained that to try and avoid hospital admission they were working to achieve the Gold Standards Framework. This is an evidence-based training and accreditation program designed to improve palliative and end-of-life care, to enable people to live well, and die in the place and manner of their choosing.