St Mary's Care Home

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 service 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 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.

Staff at the service always 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 relative’s comments included, “Staff listen to [Name], I think communication is very good. They are respectful and protect [Name]’s privacy”, “Some staff go the extra mile, it inspires me” and “I have been very happy here, staff are all doing their best. A health care professional told us, “Staff are very welcoming when I attend and are always more than happy to help” and “Staff are courteous and prompt.”

Staff at the service 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. A person told us, “Staff know what I like.” A relative told us, “Sometimes [Name] says they can understand, staff explain things to them. They give [Name] paper to draw.” People and relatives were positive about the increase in activities and entertainment, including 1-1 time spent with people who may be confined to bed. Their comments included, “There is a good atmosphere”, “There are things going on, they have had a couple of singers in, there is something every afternoon, “There is bingo and quizzes”, “There is lots to do” and “I do chair aerobics as well.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. People's independence was promoted, and they chose how they spent their time. People’s comments included, “Staff are kind and patient. They ask me if I am eating in my room or coming up to the lounge, but I am not ready for that” and “A few carers are really, really good. They have encouraged us and pushed us on more, I want to be independent.”

Staff at the service 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 worked calmly and responded to people promptly. People were supported in a safe and timely way. Staff worked calmly, they responded to people promptly, including if they became distressed. A person told us, “Staff anticipate my wishes, I do not have to ask for anything.”

The service cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Their comments included, “We have regular meetings, it is a safe space to raise any issues”, “We get good support from the manager”, “Staff morale is good, generally happier, we work as a team” and “I would recommend working here.”