St Mary's House

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

People were consistently involved in planning and reviewing their care and they told us they felt they were in charge of their care. One person said, “I tell them and they respond as appropriate.” Another person said, “They know me and my likes and dislikes.” Staff were clear about how to reduce barriers and empower people. We saw examples including use of a communication aid to support a person with speech difficulties. Systems supported staff to improve people’s experiences and outcomes. For example, systems for monitoring complaints included consideration of ways to reduce barriers and improve people’s experience.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff were clear about how to reduce barriers and empower people. Examples included how a person was supported when they needed bedrails. Consent was sought, ensuring the person understood their rights in line with MCA. Staff described how they had been trained to use a communication tool with a person who had difficulties with verbal communication. Some staff said they did not need to use the tool all the time because they knew the person well and were able to understand them, but that it was useful if the person was struggling to communicate. Staff demonstrated a good awareness of the importance of maintaining relationships between people and their families, friends and the local community. Visits to the home were supported by the service. Relatives told us that they visited regularly or spoke to their loved ones on the phone.

People were consistently involved in planning and reviewing their care and they told us they felt they were in charge of their care. One person said, “I tell them and they respond as appropriate.” Another person said, “They know me and my likes and dislikes.” One person who had difficulties with communication, used a communication tool and told us they felt comfortable using this with the staff. They told us “I am very good at letting them (staff) know.” Positive feedback was received from a health care professional regarding staff support to improve a person’s mobility, leading to a positive outcome where they were able to go out independently once again.

Care plan reviews were consistent and inclusive, and showed evidence of actively addressing barriers and improving people’s experience For example, a communication tool was introduced to support a person's communication needs. Staff had identified a person was at risk of social isolation and explored reasons for this through the care plan review process and were working to address this with the person. Systems for monitoring complaints included consideration of ways to reduce barriers and improve people’s experience. An example was seen of one person who felt their private space was not always respected by others and this was addressed within the complaints process.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.