Marine Park View

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

At the last inspection we found the provider was in breach of regulation 9 as the culture did not promote person-centred care. At this inspection the provider was no longer in breach of regulation 9, person-centred care. Substantial improvements had been made to systems and the culture of the service to promote person-centred care to people. Care and support was personalised and responsive to people’s individual needs and interests. People’s needs were regularly reviewed, and staff worked in close partnership with people, relatives and relevant professionals to make changes. Staff received training in equality and diversity and person-centred approaches to help them recognise the importance of treating people as unique individuals with different and diverse needs.There was a high level of awareness of and adherence to equality and human rights legal requirements in the service. Staff supported people to access services they may require, and advocated, with other advocates if necessary, to ensure any additional care and treatment needs were assessed and met. Adaptations had been made to the building to provide 2 ground floor bedrooms, if people were unable to manage the stairs or the stairlift. Guidance was available in people's care plans which documented how people communicated. Information was accessible and was made available in a way to promote the involvement of the person. Records gave guidance about people’s daily routines if they could not tell staff themselves. People were consulted individually and meetings took place with people and families to obtain feedback about people's experiences. People's wishes to remain at the home were respected when they neared the end of their life. Records showed the relevant people were involved in decisions about a person's end-of-life care choices when they could no longer make the decision for themselves. Information was available about people's religion and cultural preferences if this support was required.

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.

Improvements had been made to records to ensure person-centred care, was provided by all staff. They now provided staff with information of how people wished to be supported, if they could no longer tell staff themselves. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. Staff were enthusiastic and very positive about the changes to systems to ensure person-centred care was provided. One staff member commented, "It is much more person-centred than before,"and "It is a more open, relaxed environment with a caring staff team." Another staff member told us, "Staff are allowed to get involved now."

At the last inspection we had made a breach of regulation 9, regarding person-centred care as people did not receive person-centred care. At this inspection significant improvements had been made to systems, records and staff interaction with people to ensure people received person-centred care, the service was no longer in breach of regulation 9. People received person-centred care due to the change in culture in the home, staffing levels and staff deployment. Care and support was personalised and responsive to people’s individual needs and interests. There was lots of proactive, positive staff interaction and engagement. Staff were encouraged to spend time with people, not just when they were providing personal care and support. Throughout the home there was a lively, friendly atmosphere. There were quiet areas, if people wanted a less busy environment. Most people were observed to congregate in the large dining room during the day, where activities were also taking place, some people joined in and some sat and watched. Staff knew the person, their needs and their preferences, well. They were patient in their interactions with people and took time to listen and provide encouragement or reassurance as required.

People and their relatives said the care provided was person-centred and effective. A person told us, "Staff always take an interest in us", and "Staff took some notes about my likes and dislikes." Another person commented, "I am quite happy here, staff are lovely" and "If I say I am going to bed I go." Some relative's feedback to the provider included, "Luckily we found Marine Park View Care Home. It has proven to be an absolute godsend. [Name] loves the place and the fact they get waited on at mealtimes and coffee/tea breaks and is very well cared for and looked after by a super team of caring individuals. The change it has made to [Name]'s life is amazing," "We are very happy with the service and care provided," and "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." A relative gave a feedback at a relative meeting, they were delighted their relative spent time in communal areas taking part in activities, rather than remaining in their room.

Information was available that was shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and an holistic approach to people’s needs. This included, for example, how people were supported after admission following hospital stay caused by decline in health or an accident.

Improvements had been made to records to ensure person-centred care, was provided by all staff. They now provided staff with information of how people wished to be supported, if they could no longer tell staff themselves. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. Staff were enthusiastic and very positive about the changes to systems to ensure person-centred care was provided. One staff member commented, "It is much more person-centred than before,"and "It is a more open, relaxed environment with a caring staff team." Another staff member told us, "Staff are allowed to get involved now."

Professionals were positive about the individualised care people received. A health care professional commented, "The new manager, is very eager to ensure the people using the service are happy, included, healthy and safe." Another professional told us, "I have found that staff and more recently the manager always raise any relevant concerns with their linked nurse practitioner or requested these concerns to be discussed at multi-disciplinary meetings."

People and their relatives told us they received well-coordinated and consistent care, from staff who knew their needs well. A relative commented, "I feel the staff understand [Name]'s mood well and manage her appropriately

People told us they were provided with information in a format that helped meet their needs to keep them informed and to assist with decision-making. A person commented, "Staff will always explain the information, I'll say, this is a wee bit difficult to understand what is happening," and "They [staff] explain things, they have got used to me and me to them."

People’s communication needs were met. Care plans provided guidance for staff about how people communicated. Guidance included, where people may not communicate verbally, so non-regular staff recognised any signs, facial expressions people may display if they were feeling upset, in pain, discomfort or needing some assistance. Menus and activities were displayed in pictorial format, as well as written, to help keep people informed when they no longer understood the written word. Signage was displayed in an accessible format to keep people orientated.

The provider was aware of the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. The manager told us information could be made available in different formats, depending upon individual need.

People spoke positively of their experiences with staff, managers and the overall service. Relatives were also positive in their feedback, and felt staff empowered their family members. People told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. A person told us, "If I felt uncomfortable, I would mention it to the staff, depends on the situation," and "Staff often ask me how I feel about the place." Another person told us, "It is lovely since I have come here, I have no issues, I have not needed to complain," and "I have never been in the situation where I needed to complain." A relative gave feedback commenting, "There are regular family meetings to keep relatives informed of updates etc."We fed back to the manager and nominated individual that people, who were able to be involved, did not all say they were involved in meetings to review their care needs.

People were asked to provide feedback in different ways. Staff held regular meetings with people to gather feedback and to review their needs. A staff member commented, "Everything is coming together for people and staff. People seem much happier. I would recommend the place for work and for residents. Regular meetings happen with people and relatives, to inform them of any changes and get their feedback." Complaints were managed effectively. The management team took steps to resolve complaints to people’s satisfaction. Surveys were in the process of being sent out to people, staff and professionals involved with the service to obtain further feedback.

People's records showed people’s needs were reviewed and staff worked in close partnership with relevant professionals to make changes. We advised the manager their should be more evidence of the involvement of people and relative's in their care plan reviews. The provider had a complaints policy in place. The manager maintained a complaint log which was a detailed summary explaining who dealt with the complaint, nature of complaint and what the outcome was. We reviewed evidence of the detailed, timely response for the complaint received in November 2023.

We received positive feedback from external health and social care professionals regarding the staff’s understanding of people's diverse needs and their efforts to ensure care was joined up. Many examples were shared of staff seeking advice, working positively with multi-disciplinary teams, flagging issues quickly and the manager maintaining strong relationships with external health and care professionals to ensure people receive care, support and treatment when they needed it. The home worked with a charity supporting people with dementia to obtain some specialist advice and guidance to benefit people's care.

Staff were able to tell us how they ensured people had equal access to healthcare services and what adjustments and changes were made to the environment to ensure it was accessible. For example, the environment had been refurbished and was being appropriately designed to ensure it kept people orientated as they walked around to maintain their independence. A member of staff explained the plans for landscaping the garden area at the back of the building, including ensuring it was accessible for people who used walking aids, with any raised areas protected to ensure people's safety.

People's care records showed they had access to care, support and referrals were made for treatment when they needed it. Care records included information around people's sensory and communication needs. Adapted equipment was available around the home to assist people with bathing, grab rails were also visible in communal toilets and hallways. Lighting in communal areas and hallways had also been improved to protect people's safety as they moved around.

People told us they were supported by staff to access services they needed, to ensure their needs were met. One person told us, "I get the chiropodist and go to the dentist." Another person commented, "I was in hospital for 3 days recently as I was not well, staff packed me a bag and came with me."

People told us staff advocated for people and their rights and respected equality and diversity. One person commented, "Staff explain the information when it is a bit difficult to understand what is happening." They told us staff involved relevant professionals to ensure they were comfortable, pain free and their care and support needs were recognised and met.

Policies and procedures were in place in relation to equity, equality and diversity. Feedback and observations supported the fact that staff had implemented learning and a culture had been created of individualised care. People’s care records showed how staff ensured people’s human rights and protected characteristics were included and protected. Care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

Staff knew how to ensure people’s rights were protected and there was an inclusive and supportive atmosphere in the home, no matter what health or dementia related need people may have. Staff ensured people who could not advocate for themselves had good experience of care.

People’s wishes to remain at the home were respected when they neared the end of their life. Records showed the relevant people were involved in decisions about a person's end-of-life care choices when they could no longer make the decision for themselves. People’s pre-admission assessments and care plans captured people’s preferences for end-of-life care. Advanced care plans that were in place explained whether people wanted health intervention if their heart stopped beating and if they wished to be transferred to hospital if their health deteriorated. Information was available about people’s religion and cultural preferences if this support was required.

Staff received training in caring for people at the end stages of their lives and were aware of good standards of care.

People were not keen to talk about their future plans and some said it would be dealt with by their relatives at the time.