Mulberry Court

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.

People’s care plans and risk assessments reflected their individual needs and preferences. These were updated regularly with clear guidance for staff to follow regarding the changes that had been made

Staff and relatives told us people were able to express their views by using gestures and expressions to communicate their wishes. We saw care plans included details of people’s individual communication methods.

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 told us there were regular care staff, which was important to them, in order to provide the care and support they needed. Staff worked closely with other services and professionals to ensure people received co-ordinated and consistent support which met their individual needs.

Professional advice was followed to ensure continuity of care for people.

We saw evidence of specialist nurse input in relation to a person’s specific medical and wellbeing needs. This enabled people to manage certain tasks independently and safely.

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

Support plans identified people’s communication needs and preferences. Information was provided in line with their individual needs. For example, a person’s care plan advised staff to allow them to speak for themselves when in public, as well as how to recognise when support was needed. This promoted people’s requirements for meaningful communication and decision-making.

The manager told us they could organise any documentation to be provided in a format tailored to individual’s needs.

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.

The provider supported people to share feedback and ideas through service user meetings or to raise complaints about their care, treatment and support.

Meetings were held with relatives, although we received mixed feedback about how effective they were. One relative said, “There was a relative meeting around 3 months ago but I'm not sure what they have done from the feedback that was given”. However, another relative said, “We have had meetings with the service regarding the services they provide. [person] seems happy and staff are looking into some things they might do in the local community”.

People and relatives told us they knew how to complain. They felt confident in raising concerns with management or individual keyworkers. One relative said, “I feel I would be listened to”.

The service had an up-to-date complaint policy and a robust complaints procedure in place.Records showed complaints received had been managed in line with the provider’s policy.

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

Staff supported people to overcome communication or mobility barriers. This ensured they could attend and engage in healthcare appointments and follow up on advice or treatment plans. Specialised equipment was in place to enable people to attend appointments including hoists, wheelchairs and mobility vehicles. These processes supported people to stay healthy and receive timely care from professionals, reducing any barriers to access.

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.

A member of staff told us people, “Go regularly into the community, some daily others once a week with their keyworkers.” However, one relative described some weekends as being 'erratic'. Another said, “Outings had been cancelled on many previous occasions despite being booked in the diary.” We saw people were able to pursue hobbies/interests independently and people told us they had recently enjoyed outings and social events. The manager said they were not aware of any trips being cancelled at the weekend due to staffing. However, they would contact each relative to investigate further.

People were supported by staff to follow up on advice or treatment plans. Most peoplehad a vehicle which supportedthemto attend their chosen activities and be an active part of their local community.

The manager and staff worked to ensure people received the support they were entitled to, and which supported their rights in line with the Equality Act (2010). Records showed people’s support was personalised and took account of all aspects of their life.

Care staff had undertaken equality, human rights and diversity training and staff told us they would always support people with any needs they had with regards to their disability, race, religion, preferred gender, and faith. Staff, people and family members did not identify any concerns about discrimination.

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.

At the time of the inspection not everyone had information in their care plans around future planning. However, shortly after the inspection the provider confirmed everyone’s individual wishes regarding their end of life care had been added to the online care planning system for all staff to access