Moorgate Hollow

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.

This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.
 

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. The provider recognised people found comfort and stability in routine tasks linked to the lives they lived before Moorgate Hollow. One person really enjoyed folding laundry and setting tables and when they were not engaged in these activities, they became restless and agitated. Members of staff introduced household tasks into the person’s routines and praised and encouraged their contributions. This caring and supportive approach reinforced the person’s role in the home and ensured they remained active and cognitively stimulated which promoted a sense of well-being. The person’s emotional state improved significantly because they felt valued and purposeful within the home. Family members noticed the positive impact and commented on how the person was happier and more content, “[Person] moved into Moorgate Hollow in earlier this year, which was a huge decision for us as a family to make, however, [person] has settled in very well with the fantastic range of activities they have to offer. The level of care, respect and compassion from all the staff has alleviated any concerns we had. The home is light, bright, very clean, comfortable and well maintained. [Relative] does show a level of upset and worry throughout her day but with staff offering household activities really has been a major benefit to their wellbeing. The staff always seem to be cheerful and happy each time we visit, they keep me informed of any changes to [relative’s] care and are always helpful. I would highly recommend Moorgate Hollow to anyone looking for respectful care for their loved ones.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person living with dementia often became distressed and agitated, particularly in the afternoons. They had a long history of baking with their family which was a source of comfort and routine. The provider recently opened a ‘Wellbeing Suite’ with a working kitchen, dishwasher, oven, sink and washing machine so people living with dementia could take part in day-to-day activities they might miss from their lives before moving to Moorgate Hollow. This was driven by significant evidence that, for people living with dementia, engaging in familiar daily activities can enhance their quality of life, cognitive function, and emotional well-being. The staff team recognised the person’s strong emotional connection to baking and integrated it into their care plan. This was made possible due to the incorporation of the Wellbeing Suite. Whenever the person became distressed, staff engaged her in baking simple recipes, helping her focus on a familiar and comforting task. Staff also ensured the kitchen space was accessible and safe for their participation. There were positive outcomes for the person which included significant reduction in distress when baking was introduced as a calming intervention, increased positive engagement with staff and other people, improving the person’s overall mood. Feedback from family members confirmed the person was happier and more settled. A family member told us, “The question comes up at the [relatives’] meetings we have is, ‘Is there anything that can be done differently?’ That’s where the kitchen idea came from. Someone suggested a kitchen, so people would think they were still at home and this has been followed through.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed people being supported to make choices about their care and support. People were supported to make informed choices about meals and food choices through menus, picture cards and show plates. Conversations with family members confirmed people were supported to make choices. One family member told us, “[Relative] gets choices. Sometimes they don’t’ eat their lunch because they have had so much breakfast. Every morning they have cereal, toast and a cooked breakfast. They say the food is fantastic.”

The provider was exceptional in how they 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. The provider reacted exceptionally to a person whose emotional well-being was affected after moving in Moorgate Hollow and losing access to activities linked to owning and caring for horses. Staff found creative ways to being horses back into the person’s life including horse-themed reminiscence sessions, watching horse racing and looking through photos of their past horses. A visit a local stable was arranged where the person was able to interact with horses again. The person became more engaged and showed improved mood and social interaction. They expressed joy and enthusiasm when discussing horses, demonstrating a clear emotional uplift. The stable visit was particularly impactful. The person visibly relaxed and showed affection towards the animals, restoring a life-long passion which had been absent since their transition to care. The provider used reminiscence therapy, real-world engagement and sensory-based interaction which demonstrated a unique understanding of dementia support which ensured people remained connected to the past and engaged with the present.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff received regular supervision and appraisal meetings to support continuous improvement and development. Staff had access to a staff handbook and reasonable adjustments were considered as part of their application on employment and reviewed at regular intervals.