Mayflower Court

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people felt well-supported, cared for or treated with dignity and respect.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team and staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and family members told us they were treated with kindness and their privacy and dignity were respected. One person told us “This is a nice little place here, the staff are lovely”, whilst a family member said, “I’ve not got any problem with the care here, the staff are all lovely and kind, they look after him”. Care staff were all observed to be polite to people throughout the day and treated people kindly.

People were not always treated as individuals and care, support and treatment did not always meet people’s needs and preferences. Not all staff were person centred in their approach. We observed in several parts of the service some staff were focused on the tasks such as tidying and providing drinks, whilst missing the opportunity to chat and interact with people. People wanted interaction but not all staff chatted with them or if they did, they did not always give them their full attention. For example, a care staff member asked a person if they were ok whilst yawning and using an electronic device. They then responded to a colleague across the other side of the room. This did not demonstrate a person-centred approach. Other staff were seen to interact with people a lot more.

There were systems in place to ensure people received care which promoted their independence, choice and control. People had access to mobility aids and at lunch time we saw people had suitable plates and support was provided to cut up meals where needed. A ‘Who am I’ document was completed for most people. This detailed things which were important to individual people, how best to support them and details of their personal and life history. Staff understood people’s rights to make choices.

The provider listened to and understood people’s needs, views and wishes. However, staff did not always respond to people’s needs in the moment. Sufficient staff were not always available to respond to people’s immediate needs and wishes. For example, at lunch time we noted there was a lack of staff to assist all people in a timely manner. The management team took prompt action to introduce protected mealtimes and ensure all suitably trained staff were available to support people at these busy times. People had call bells in reach although there was a delay in responding to these during busy times.

The management team cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were positive about the changes in the management team at Mayflower Court. They told us that since the new manager arrived, she is listening to them about the need for more staff. Staff felt valued and were clear that they could speak with the management team at any time and felt that their views, opinions and suggestions would be listened to. Staff especially valued the opportunities for career progression. The manager understood the need to make reasonable adjustments for staff who may have personal, religious or cultural needs to fulfil.