Melford Court 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 inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 was exceptional at making 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.

People consistently experienced outstanding person‑centred care that was truly shaped around their individual needs, preferences and what mattered most to them. Staff knew people exceptionally well and used this insight to provide care that reflected each person’s unique identity, history and aspirations. A wide range of meaningful activities was available, thoughtfully adapted to meet people’s social, emotional and cognitive needs whether through one‑to‑one engagement, room‑based activities, community outings or group events designed around shared interests. One person told us, “We do wheelchair dancing and yoga. We made Christmas cakes and did the mixing then the icing. Alpacas and pigmy goats came to visit people who remain in bed. There were rabbits and dogs as well. There is plenty to do.” Another person said, “I get up when I want and go to bed when I want to. In the afternoons we have activities, we do lots of different things, we were food tasting yesterday. Dancing, that is a lot of fun, I join in the activities.” A member of staff commented, “We do chair based dancing, themed days monthly, [people] choose the Sunday film, we do hand painting and we’re making Olympic torches today. We do meditation in the small lounge, and we use the dining room with the screen upstairs to do yoga and dancing – it is good as we have got 3 different rooms to use plus, we use the garden a lot in the summer. We’re planning a sports day, have a choir that comes in one of the [people’s relative] leads that. A primary school came in at Christmas had we had pom poms singing and games and they gave everyone a Christmas card.”

People were encouraged to express choice and maintain independence wherever possible, and staff ensured these choices were respected in day‑to‑day interactions. This highly personalised approach meant people were not only well supported, but genuinely recognised and valued as individuals, resulting in consistently positive experiences and a strong sense of wellbeing within the home. One person’s relative said, “There are activities every day, and the activities staff realised that my [family member] was getting bored so now they have produced different quizzes for [family member] especially to keep their mind active.”

People who chose to spend time in their bedrooms, or who were cared for in bed, received personalised support that actively reduced their risk of social isolation. Staff demonstrated an in‑depth understanding of each person’s social, emotional and cognitive needs, and they adapted engagement opportunities, so nobody was excluded from meaningful interaction. Dedicated daily room visits ensured people received one‑to‑one time tailored to their interests. One person told us, “The activity staff go every morning to those people in bed. One plays scrabble with a person who remains in bed, they are brilliant.” A staff member commented, “Activities are catered so there’s something for everyone no matter their capacity and physical abilities. For example, there will be room visits for people who don’t leave their room/bed in the morning and puzzles, manicures, having a one to one chat, colouring and hand massages.”

The service had a café area located in the reception, furnished with tables and seating. People were seen helping themselves to hot drinks using the bistro‑style machines, with staff available to provide support where required. The café acted as a central social space within the home, and we observed people and their visitors spending time there chatting with one another. A selection of snacks, including, cakes and biscuits, was also readily available. This enabled people to make their own drinks and refreshments and entertain their guests independently, without needing to rely on staff. A relative told us, “It feels like we have gone out for a coffee.”

Staff placed great importance on understanding and respecting people’s individual preferences. People were consistently supported to make choices about their daily routines, clothing and how they wished to receive care, and staff ensured these preferences were upheld in practice. Staff also took care to address people in the way they preferred, asking residents how they wished to be referred to and consistently honouring these choices in day‑to‑day interactions. This personalised approach helped people feel recognised as individuals and reinforced a culture in which their rights, values and wishes were central to the care they received. A member of staff told us, “[People] are asked how they would like to be addressed, staff knock on the door before entering their rooms and ask permission before opening drawers and cupboards. Their choice of carer is respected, and they are consulted about aspects of their care, they have choice in everything. I feel [people] are really listened to, all [people] have a profile and a ‘This is Me’, which is added to as we get to know them and their family. We also talk to the relatives to gain an understanding of [people].”

In addition to supporting independence within the home, the provider also ensured people had opportunities for social interaction and engagement beyond the service. Various events were held, both onsite and in the community, helping people to maintain hobbies, interests and connections that were important to them. People were also supported to go out into the local area when they wished, enabling them to remain part of the wider community. A relative highlighted this, saying, “People are supported to go next door to the pub and to the coast.” These opportunities helped enhance people’s well-being, offered variety in their daily lives, and supported social inclusion.

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 provider took a proactive and person‑centred approach to working with people and their families, ensuring continuity of care and supporting individuals to make informed choices about their daily lives. Staff also demonstrated a proactive attitude when liaising with external healthcare professionals, helping to ensure people’s changing support needs were recognised and responded to promptly. This joined‑up working meant people received coordinated, timely and consistent care.

People were supported to follow flexible daily routines that reflected their personal choices, and staff demonstrated a good understanding of when individuals required additional support. Any emerging concerns or changes in need were communicated confidently and appropriately between the staff team.

Handovers were thorough, with updates ensuring staff had clear and current information about each person’s care. During the inspection, staff were observed engaging with one another in a positive and professional manner, asking questions and sharing information that contributed to safe and consistent practice. Staff also worked effectively with external partners and services, contributing to well‑coordinated care and ensuring information remained accurate and up to date.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans outlined each person’s preferred methods of communication, ensuring staff had the information they needed to engage with people in ways that were meaningful, respectful and effective. This individualised approach helped staff tailor conversations, explanations and updates in a manner that suited each person, whether that involved adapting language or offering additional time and reassurance. Relatives also described communication within the service as open and responsive, noting that staff were approachable, consistent and willing to take the time to explain any aspect of care. This helped maintain a positive relationship between families and the service, strengthening trust and ensuring people remained fully informed. One relative told us, “I know I am told if there is anything wrong, the communication is great. They seek feedback, we were asked at an online relative meeting, they send the minutes out online, I can access them if I want.” Another relative said, “I would recommend them, staff listen to you if you are worried, they are good at putting my mind at rest, they include me in their care conversations.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff demonstrated a commitment to understanding each person’s unique background, preferences and needs. They took time to build meaningful relationships with people and their families, ensuring care was personalised.

This approach meant staff were continually updating their knowledge of each person, using both direct interaction and insights shared by family members. As a result, the team was able to deliver care that reflected each person’s identity and what mattered most to them, ensuring people felt heard, understood and valued.

The provider made sure that people could access the care, support and treatment they needed when they needed it.People were able to access the care and support they needed in a timely and consistent way. Staff kept accurate records of appointments which helped ensure that any follow‑up actions or additional care needs were identified and responded to without delay.

Health and social care professionals reported that staff maintained appropriate and up‑to‑date information about people’s healthcare appointments and acted promptly when external input was required.

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.92% of staff, at the time of our inspection visit, had completed training in Equality, Diversity and Inclusion. This level of compliance meant the majority of staff had received the knowledge and guidance needed to recognise, respect and uphold each person’s individual characteristics, including their cultural background, personal identity and protected characteristics. Staff were therefore equipped to understand the impact that inequality or discrimination could have on people’s experiences of care and had acquired the training in order to adjust their approach accordingly.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service demonstrated outstanding end‑of‑life care, providing people and their families with exceptional, compassionate and personalised support at one of the most significant stages of their lives. Staff, relatives and professionals consistently described a service where people were cared for with dignity, respect and genuine kindness. One staff member said, “I feel the end of life care is excellent. We have a good relationship with the hospice and can call on them for advice. Relatives are encouraged to be involved. We recently had a [person] discharged to us from the hospice, so into a very different environment… by listening to the [person], the relatives and liaising with the hospice, their end of life care went smoothly.” This reflected a highly coordinated approach in which people, families and external specialists worked together to ensure the best possible care outcomes.

People received well‑planned, safe and responsive clinical support. Staff ensured that any symptoms were managed promptly and sensitively, with one staff member stating, “End of life care is very good. Nurses act by having the GP prescribe relevant medications on time. Also, the Hospice is contacted for support, and? advice. [People] are kept comfortable and treated with dignity and respect.” Staff consistently delivered personalised, holistic support that recognised cultural, spiritual and emotional needs. A staff member said, “People receive high quality end of life care, personalised depending on their faith/ religion. [We also provide] 24/7 round the clock support for the person and their families.”

Relatives commonly remained in contact with the home after bereavement, reflecting the trust and compassion they experienced. As described, “Families of [people] who have passed away often choose to remain in contact with the home. Many return with messages of thanks, and some continue to visit for a chat or a coffee because they feel Melford Court is a welcoming and comforting place.” Nurses and care staff demonstrated advanced skills and strong professional practice in delivering palliative support. One member of staff emphasised, “I feel our end-of-life care is top draw. All our nursing team are well trained at providing the necessary medications as required, and our care team are second to none at making sure the person is kept clean, comfortable, and well cared for, ensuring they get the right food and drinks to keep them comfortable.”

External professionals also reported positive experiences, highlighting the team’s respectful and well‑organised approach: “The [visit] that we undertake is very respectful and it is really good that they try and involve the [person] in the discussion as much as possible. They do check blood sugars and [leadership team] run a tight shift.” Staff ensured a balance between dignity, independence and practical support. As a staff member described, “[People] are treated with dignity, kindness and respect; we aim to encourage their independence, and [people] can make choices and are supported including their relatives. For instance, when passing through end of life stage, pain is controlled with medications and emotional and psychological support is given to [people] as well as to their relatives.”