Maldon House

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 remained good. This meant people were supported and treated with dignity and respect and involved as partners in their care. Feedback from people, their relatives and staff reflected how involved people were in their care planning and how well staff knew people. The management team had a strong focus on ensuring staff well-being was a priority and staff recruitment had improved.

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. Staff knew people well, their likes, dislikes and interests and how to support them when they required support. Staff were observed having meaningful conversations with people about things that were important to them such as their family or interests. Staff were observed joining in with activities with people such as karaoke and painting. A relative told us, "Yes very happy with the care." Another relative told us, "They are very friendly and welcoming, and I think they are nice people. They seem to be kind people to me, and they do seem to 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. People throughout the day were observed being support by staff and their individual preferences and characteristics promoted, for example, wearing certain items of clothing or having a comfort item with them. People were supported to contact family members on a regular basis by phone, some people went on

weekly visits to their relatives. One relative said, “[Name] can’t be that independent, but they give them a choice and consequence like you can have that now, but you won’t then have it for tea for example chocolate bars. They should have voice, and they get a choice if they are safe choices.”

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The manager told us how they practiced lessons learnt in team meetings, identifying areas of training required. There were effective systems in place for reporting incidents and accidents and staff told us about the ease of reporting by scanning a QR code to access forms. After certain incidents staff members discussed with people what had happened including their emotions and behaviours if appropriate and helped to identify what could be done differently.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The manager told us how they practiced lessons learnt in team meetings, identifying areas of training required. There were effective systems in place for reporting incidents and accidents and staff told us about the ease of reporting by scanning a QR code to access forms. After certain incidents staff members discussed with people what had happened including their emotions and behaviours if appropriate and helped to identify what could be done differently.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The manager told us how they practiced lessons learnt in team meetings, identifying areas of training required. There were effective systems in place for reporting incidents and accidents and staff told us about the ease of reporting by scanning a QR code to access forms. After certain incidents staff members discussed with people what had happened including their emotions and behaviours if appropriate and helped to identify what could be done differently.