Mapleford Nursing 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 service 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 service 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 and relatives were happy with the care they received and said they had been involved in decisions about their care. Relatives said, “I couldn’t wish for them to be anywhere better. I am more than happy, it gives me utter peace of mind. They treat them with love like they are their own family” and, “They did an assessment asking all [persons] likes and dislikes even down to how [person] likes their cup of tea.”

Staff told us information about how to support people with their needs is accessible in the care records.

Staff told us information and updates about people were discussed at team meetings and updates were shared with the staff team at handovers. One said, “We have handovers daily, day staff handover to nights and vice versa. I have read some care plans but the nurse tells us what’s in the care plan.” Another told us, “We link in with families to update them.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives said professionals were involved in people’s care as required. One said, “They get the doctor when needed, they always ring if there is anything wrong.” Professionals told us staff engaged with them as required.

Care records were on the electronic system, information was seen in some records that demonstrated people or their representative was engaged and involved, but not all. The registered manager told us and provided evidence of care records being updated to include all of the up to date information about people.

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

Relatives told us they were engaged and involved. Staff told us they had access to information about people’s needs and the had an understanding of supporting people with alternative ways of communicating. One staff member told us, “Some people cannot communicate verbally, [person] points at stuff. If [person] wants something we understand, for example [person] will put 3 fingers up when they want biscuits.” Staff said it was important that people were engaged and involved, “We involve and engage people, it is crucial to give people choice.”

Care records included information that showed people had been involved. Information, policy and guidance was on display in the entrance to the service. This included easy read guidance and the use of pictorial information.

Supporting peoples communication needs was discussed in the team meetings.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People told us they were happy and we saw staff engaging with them during our visit to the service. Relatives told us they were happy with the service and that they knew how to raise a concern. They said, “There is a place to write comments and leave them in the comments box”, “If I had any concerns I would go to the manager, she is in the office, she will always chat to me” and, “I have no complaints, but if I did, I would go to the manager. I visited before [person] went in and felt really good vibes, everything is really good there.”

Surveys and questionnaires were completed. Systems were in place to support feedback from people, positive feedback was seen in these. A relative told us, “I have also had a questionnaire asking my opinion and I put some suggestions of favourite foods [person] would like.” Information and guidance about how to raise a concern was available for people to access. Systems were in place to deal with complaints and compliments, records included the feedback to people as a result of concerns. Advocacy information was available to support people in making important decisions if this was required.

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

Relatives told us people were supported to access professionals as this was needed and that staff treated them well. They said, “They get the doctor when needed, they always ring if there is anything wrong”, “Last week [person] had an accident, they let me know straight away and monitored them for 24 hours, they couldn’t have done any more. They are doing all they can for [person]” and, “They know [person] really well. They have had a few accidents, the ambulance came out. The physiotherapists are still coming to [person] once a week and the staff continue the exercises with [person] in between. [Person] also has a static cycle to exercise on.”

Most professionals were complementary about the service and their engagement with them.

Staff told us the registered manager was accessible and available to them. They said, “[Registered manager] is amazing, she is so supportive with work and personal problems. She has been brilliant with me” and, “[Registered manager] is a good manager. Any problems you can go to her and discuss them, she will try to sort it out. However, whilst 1 staff member was complementary about the registered manager they raised concerns about the approach of a senior staff member. However, the registered manager was complementary about this staff member and the positive improvements in the service.

A range of information and guidance was available to support people and the staff team was displayed in the communal areas, the staff room and the office.

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.

Relatives confirmed they had been involved in the development of people’s care plans but not all said they were aware of reviews of these. They said, “I reviewed [persons] care plan with them last month in the office” and, “The care plan was updated at some point, but I haven’t seen it recently.”

We saw records that confirmed review of care records had been undertaken. These included information of the findings and had been done recently, however these would benefit from more details about what changes were made to the records as a result of the reviews. Care records demonstrated people had been consulted about people’s care.

A staff member told us they felt that they were delivering excellent care to people and felt that they were able to do this. Positive feedback was seen in completed questionnaires and surveys. One comment seen stated, “My experience so far is excellent. (The service) quickly built relationships with [person] and helped [person] settle in. I could not wish for my [person] to be anywhere else.”

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.

Relatives told us decisions about their end of life wishes discussed with them. They said, “They also discussed DNACPR with him and he made the decision so that is in place”, “There is a DNACPR on [persons] notes, this was discussed with the family” and, “End of life care decisions have been discussed and are in place. I am very happy how [person] is being looked after.”

We saw evidence of DNACPR in people’s paper records, the management team told us this information was being transferred into the electronic care record system. The registered manager told us no one was currently in receipt of end of life care. Policies, training and guidance to support people’s end of life care needs was in place. The training matrix confirmed most staff had completed end of life training.