Moorgate Croft

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 service. This key question has been rated 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 staff interacted with people in a very caring and thoughtful way. Throughout the home the atmosphere was friendly and inviting, and people were happy and relaxed.

A relative told us, “The staff are really good, and [my family member] is treated with respect and dignity. It is a nice atmosphere here. I feel comfortable. [The staff] are well trained and they are careful when turning [my family member] in bed.” They went on to mentioned a particular staff member by name, who they told us was, “Very good.” Another relative told us, “The best thing is [ family member] is never on their own. [ Family member] has company and friends, and the staff are so caring.”

Relative’s said the standard of care provided helped to maintain their family members’ dignity. For instance, 1 relative said, “[My family member] is always turned out nice. They see the hairdresser and the chiropodist every six weeks.” One person said, “The staff understand me. There is no problem at all with the staff they are fine.” Another person said, “[Staff] are good at what they do” and they named a staff member who they said was, “Brilliant.” Adding, “Nothing is too much trouble.” They went on to tell us that, although most staff were kind, patient and gentle, a minority were not as careful, when providing physical care to them at night. We shared this

information with the registered manager who undertook to look into this as a matter of priority.

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 were involved in their care and support and their preferences were discussed, recorded and respected. People’s bedrooms were decorated and arranged to their tastes, with their cherished pictures and keepsakes.

One relative said, “All the staff are well trained. They treat my family member with respect and dignity. The carers are brilliant.” They mentioned 2 members of care staff by name, saying, “They are so attentive.” Another relative told us, “The staff give a real family feel. [My family member] says they feel the staff are like daughters to them. [My family member] is treated with respect and dignity. They have a laugh and a joke with [my family member]. They don’t leave [people] to be inactive in their rooms.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s plans and records provided guidance for staff on supporting people’s independence and decisions and people told us staff promoted their choice and control. One person said, “Yes, I can have a shower anytime I want. I can make my own choices and get up when I want.” And a relative confirmed, “[Staff] try to give [my family member] as much independence as they can.”

People confirmed they were supported to keep in contact with those who were important to them. One person said, “I have a lot of family, and I see a lot of them.” Another person told us of the visits they received, and made to people who were important to them. They added, “I have my own mobile phone.”

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. Staff anticipated people’s needs, and checked if people were safe and comfortable and if they needed support.

People had access to a call system to alert staff if they needed support. Some people were not able to use this system, so their care plans showed regular checks were carried out to make sure they were safe and had access to everything they

needed. Where people were at risk of falling, sensor equipment was used as a means to communicate to the staff team that people were mobilising. One person said, “[Staff] come into my bedroom and ask if I am OK.“ Another person named 2 particular care staff, saying they were “Marvels.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider supported staff through regular supervision and appraisal and helped them develop to their full potential. Staff told us the provider was keen to support them in their professional development.

Regular staff group and one-to-one meetings took place with staff where they were encouraged to raise any concerns they might have. Staff had access to a staff handbook and reasonable adjustments necessary were made upon employment and reviewed at regular intervals. If a staff member identified a concern regarding a protected characteristic, the provider committed to taking appropriate actions to support them.