Marine Park View

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were now supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People were well-cared for. Staff interacted calmly, attentively and warmly with people. People were treated with kindness and compassion. Visiting professionals also gave feedback that staff were kind and respectful when dealing with them. Staff understood person-centred care and demonstrated how people were given choice and control in their lives. People’s care records were detailed and documented their history, preferences and health and mental health care needs. Records gave guidance about people’s daily routines if they could not tell staff themselves. This information assisted new staff, not familiar with people’s preferences, as they had guidance to provide appropriate care and treatment. We observed staff chatting to people, responding to them quickly and supporting them to move around the service. The atmosphere was relaxed. Improvements had been made to activities and people had access to variety of activities which also benefited their physical health. The activities person was enthusiastic and there was a busy, lively atmosphere as people took part. Staff said they were well-supported by the management team. They felt listened to and were involved in the running of the service

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.

People and relatives confirmed they were treated with kindness. They were complimentary about staff support. A person commented, "I have nothing but praise for the staff, they all have a chat. They make you feel part of the group." Another person commented, "The staff are lovely, I get the help I need, all nice no rushing. Even if they are passing, they ask if I am okay" and "Staff chat, we have a laugh. You can talk to them all, not thinking, I am putting my foot in it." Some relatives's positive feedback to the provider included, "The care home has improved significantly since it was taken over by a new management team. The care staff are very friendly and give great support to the residents and treat them with the utmost dignity", "[Name] has always been shown dignity and respect and has had all their needs met. The manager and care staff are supportive, and I will be forever grateful to them for [Name]'s care, making them feel safe, content and happy. The support they have been given from everyone in the home means so much. The manager and all staff have gone more than the extra mile."

We received positive feedback from partners involved with working with people at the service. They had noted the improvements to people's care. A healthcare professional told us, "A total turnaround of atmosphere within the service, the staff team is stable and this has shown clearly in the people using the service. The manager and team are very person- focused." All professionals said the staff worked well with them and were kind and respectful in their interactions with them.

Staff had policies to support them and provide guidance with their role, this included a Code of Conduct. A staff member told us, "Now we have a policy of the month, staff are expected to read and sign that they have read the policy." Staff gave positive feedback about the improvements which enabled them to spend more time with people. A staff member commented, "Home feels more like a home now, more going on, nicer place for all now." People's records were kept securely and confidential information was shared when required, on a need to know basis, in order to protect people's privacy.

People were well-treated and supported. They looked smart, with coiffured hair and some people had manicured nails. Staff interacted calmly, attentively and warmly with people. They showed sensitivity and patience as they supported them.

Residents and staff knew each other well, people appeared relaxed. Staff appeared warm and friendly towards people. Staff chatted to people throughout the day.There was a camaraderie amongst people and staff and staff shared jokes with some people as they supported them. People were encouraged to join in activities and to join others for lunch in the dining room. People's decision if they chose not to join in were respected. People were encouraged to join in activities and to join others for lunch in the dining room. People's decision if they chose not to join in were respected. Pictorial menus and a pictorial activities planner was available for people, to keep them informed and help with their decision making, where they may no longer understand the written or spoken word. A programme of refurbishment had taken place, people's bedrooms had been decorated and were personalised with some of their own furniture and possessions.

Improvements had been made to the culture to ensure people were respected as individual's with their wishes, wants and needs respected. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. One staff member told us, "I is now an open, sharing environment. we can speak up, raise any concerns on behalf of people" and "Team work is much better now, there is an open culture."

Improvements had been made to open the culture so people felt listened to and were offered choice in their daily living requirements. People’s care plans were tailored to their individual needs, wishes and preferences and recognised their strengths and skills. Staff worked in a way which ensured people’s needs were assessed and reviewed with their individual preferences in mind. Communication care plans were in place, which provided information for staff about how people communicated, including if they did not make their needs known verbally. The provider’s policies and procedures, and staff training supported this.

People told us they were listened to by staff and thought they were treated as individuals. A person commented, "I trust the staff, they do listen to me," and "It is amazing after a while, the way a person fits in, staff ask us about our likes and dislikes."’

Systems and policies were in place to ensure people’s independence was promoted and their rights and choices respected. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Policies and practice in the service supported this. People's choices and preferences were included in care plans. Care plans and risk assessments were updated and amended regularly when people’s needs, wishes or preferences changed. People’s records reflected their choices and decisions and informed staff how their care and support should be provided. There was information about their likes and dislikes and their preferred routines and how they wished to spend their day. Guidance was available in people's care plans which documented how people communicated. Records gave guidance about people’s daily routines if they could not tell staff themselves. People were supported to express their views about the care they received in a range of ways, through surveys, meetings and on a day to day basis with staff. There was a monthly activities programme, developed in consultation with people.

People were supported to make choices, their independence was promoted and they were supported to be involved in decision making. They were supported to keep in touch with and see their friends and family regularly, and maintain relationships that were important to them. A relative fed back to the provider,"I spend long periods away and staff members and the manager video call me regularly. These calls mean the world to me, I can see [Name] is looking great and in good spirits." Friends and family could visit at any time. A person told us, "The family can visit when they want to", and "The family just turn up." People's independence was promoted, and they chose how they spent their time. Another person commented, "Staff encourage you to do as much as you can. I have noticed that they do that. I have done that since I came in. Staff help direct me," and "I get up when I want and spend time in my room if I want." People were supported by staff to take part in activities and pursue their interests. A person told us, "We have bingo every fortnight" and "I an not bored, there is always something going on." Another person said, "The activities lady comes, we are going to make cakes." People were encouraged to give feedback to develop plans for future activities and events. This helped ensure individual needs and preferences could be met. There were links with local community resources, who visited the service and people also went into the community, " A person commented, "I go to the community centre sometimes, I know the manageress there." Another person told us, "It was my birthday, I had a party and the cook made me a birthday cake." A relative commented, "The staff try hard to create activities to stimulate the residents such as planting seeds, bingo, sing-a-longs."

There was a friendly, lively atmosphere. Staff knew people well and conversations were chatty and humorous with people. Topics were discussed that were important to people, for example, important events and occasions in people’s lives. Staff offered people choice, for example about how they would like to spend their time that day or what they would like for lunch. We observed when a person was preparing to go out for lunch, they were offered a choice of which coat they wanted to wear. Improvements had been made to people's meal time experience and choice was offered in a way that was meaningful to the person. During the lunchtime meal, people were given a choice of drinks and food to eat. Staff were available in the dining room and spoke with people as they supported them to eat, or offered encouragement and prompts. People were encouraged to do as much for themselves as they wanted. We saw people having choice and control about the care they received and making decisions about their day. For example, people chose how they spent their time, and where they ate their meals. Throughout our visit staff were observed engaging with people in a caring and respectful manner. People engaged in activities throughout the day and group activities were well-attended.

Staff understood people had a right to have choice and control and make decisions about how their care was provided. They gave examples of how they offered people choices and maintained people’s dignity and independence during aspects of their care and support. A staff member commented, "People are respected more, they are asked what they would like." Staff members gave examples of how this was promoted such as during mealtimes, regarding food choices, personal care, clothing and activities. Staff understood and were keen to maintain and promote people's independence, as far as possible. A staff member told us, "People are supported and encouraged to have some independence," and, "We promote doing things for self." All staff spoke of the improvements to the culture in the home for people and staff. Their comments included, " It is a more open, relaxed environment, with a caring staff team", "There is the opportunity now to be more involved, spend time with people" and, "Staff are allowed to participate now and get involved with activities." Improvements had been made to the range of activities since the last inspection. There was an enthusiastic activities person who developed activities in partnership with people and families, to ensure activities were of interest to people. They told us, "When we get a new person, I do a 1:1 after a few days, to find out what they like, I find out about the family, what music they like, I also speak to the family." There were plans to employ an additional activities person so there was flexibility over evenings and weekends.

Staff told us staffing levels were sufficient to enable them to respond to people's needs in a timely way. They told us when people needed support, this was to be offered without delays and in a sensitive way.

People were supported in a safe and timely way. Staff worked calmly, they responded to people promptly, including if they became distressed.

People told us staff were available if they needed them, and they did not have to wait long if they called a staff member for assistance. A person told us, "If I need any help, there is always someone about. I don't wait any time for help" and "You press the bell for a few moments if you need help." Another person commented, "I use the buzzer, when I'm in my room, I don’t wait at all, not really."

Staff all told us they felt valued and supported by the manager and Nominated Individual. They all commented they were encouraged to voice their opinions, ideas and suggestions and the management team was acting on those. Their comments included, "Morale is much better, it is 100% better than before," and "My personal health and well-being have improved in the last 6 months." Staff told us they had regular supervisions and meetings and could easily access the manager. A staff member told us, "I feel able to speak up, the new manager is very accessible" and, "The manager is a good listener."

The Nominated Individual had introduced initiatives for supporting workforce development and retention which were very consistent and resulted in upskilling staff and supporting staff well-being. Staff had access to several policies relating to promoting and ensuring their well-being. Support measures were in place for staff to enable them to develop in their roles.