Mulberry Court

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed individual staff showing kindness and we saw them engaged in conversations with people in a relaxed and natural manner. Staff were able to tell us how they maintained people’s privacy and dignity by asking for their permission before entering their room, and by covering them to ensure people were comfortable when providing them with personal care.

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.

Staff told us knew people well and understood people’s individual needs, cultural background and preferences.

People were encouraged to get involved and provide feedback on which activities they would like to do and improvements they would like to see at the service.People and relatives took part in regular meetings facilitated by the service. People told us they attended meetings and were informed about events effecting how the home is run. For example, meeting potential residents and new staff.

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

Staff involved people in the service and supported them to make choices about aspects of daily life, including how they spent their time and what they wanted to eat. Staff recognised people’s need for stimulation and supported people to follow their interests and take part in activities. Staff supported people to maintain relationships with their family. Staff told us how important it was to ensure people remained independent as much as possible.

We observed staff asking people for permission before providing support.

A relative described their loved one being, “As independent as they want to be.”

The provider 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.

There was a friendly and calm atmosphere in both bungalows, and we observed some positive interactions between people and staff and lots of chatting, smiling and laughter. Staff offered choice to people by showing items to enable the person to choose for themselves.

Staff told us they were able to recognise when people needed help with physical or mental health concerns, and they contacted health and social care professionals when required.The electronic care planning system was used to record all communication with health and social care professionals. This meant all information was kept centrally and was accessible to staff.

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

Staff told us they were “very well supported”. A member of staff said; “Staff morale is picking up now that things are feeling settled after several management changes in the last year or so.”

All of the staff we spoke with were positive about their employment within the service. They told us they had regular supervision sessions and staff meetings, which they found useful. They added that they felt valued and felt involved in decisions and could give ideas about how the service was run.

Managers and staff spoke about the importance of maintaining a cohesive and well supported team. This enabled them to provide a consistent and individualised service for people.

The provider offered regular surveys to staff and had an employee assistance programme with access to a range of services.