Mountview Care Home

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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment 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 70 (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.

People told us, “The staff are very good, and I have no complaints about them at all” and “The staff are supportive and caring.” We observed staff knocked on doors to people’s rooms before entering and spoke in a polite and friendly manner with people. We saw staff smiled and gave assurances to people, facing them when speaking and communicating at their level to aid understanding. During our visit, people appeared well presented and dignified. Staff gave examples of how they provided dignified care. A staff member told us, “[Name] is unable to verbally communicate their needs. We noticed they made a certain gesture when they were walking around, and this seemed to indicate they needed support. Now we provide the support when they make the gesture, and this helps to preserve their dignity.”

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 initial and ongoing assessments explored their individual needs, family connections, hobbies, interests and what mattered to them. This information was reflected in people’s care plans and was regularly reviewed and updated where required. Staff had knowledge of people’s individual abilities which allowed them to provide care in a person-centred way, which we observed during our assessment visit.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff demonstrated a good understanding of the people they supported. They had a good knowledge of people’s abilities, their specific support needs, and how to provide care in a way that consistently reflected their risks, preferences and needs. This resulted in personalised care being delivered that promoted independence. People told us they felt they had choice and control, and staff supported them when requested or necessary. A person told us, “I have no complaints about staff, they have always been supportive when I need help and let me do the things I can do by myself.” Visitors to the home were welcomed at any time. Private spaces were available for people and their visitors to spend time together. We observed several people’s relatives and friends attend the service on the day of our assessment visit.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. However, some people felt support was not always provided in a timely way or in the way they would like. A person told us, “The response to the care bell varies each time; on some occasions I have to wait a long time.” We observed a person had to wait for over an hour for staff support to go to their room after lunch. A person also described how some staff during the night made them feel like a ‘nuisance’ for calling for assistance. We raised these concerns with the registered manager They showed us their audit of care call responses had highlighted some responses were not within the target response time and would be followed up with individual staff. They assured us they would investigate specific concerns we shared as part of this inspection.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff feedback was positive about the registered manager and the direction of the service. Staff retention was positive, and staff told us they felt supported by the leadership team and that the whole team looked out for each other and offered each other support when needed. Staff told us, “The managers work well as a team and encourage us to work together. They are very supportive to us” and “Managers have helped me professionally and personally. They encourage me to develop at my pace.” There was a system for regular supervision. Staff felt confident to discuss any issues with the management team.