Millbrow 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 said staff treated them kindly. Comments included “Oh yes the girls are lovely with me, they are very kind.” A relative said “The staff are marvellous, we can’t thank them enough.”

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. We observed staff treated people kindly and with dignity, such as asking permission before providing care, and knocking on people’s doors before entering their rooms.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to chose their own clothes, and how they liked to spend their day. Bedrooms were personalised with people’s belongings to ensure they felt homely.

The provider listened to and understood people’s needs, views and wishes. However, staff did not always responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed calls bells took a long time to be answered, and some people were left for periods of time alone in the lounge while staff were assisting others.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Feedback from staff was positive on the whole. We did receive some mixed feedback regarding staffing levels and the responsiveness of the registered manager for some aspects of care provision, which we followed up during this inspection. Staff, overall, fedback they felt the registered manager worked hard and cared about their wellbeing.