Maun 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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us, they were fully involved in planning their care and were supported to express their views. A relative we spoke with told us staff knew people well and were confident they provided person centred care. The relative said, “When my [relative] feels down, staff take them to the café and send me photos of them chatting. When they were distressed staff sent me a text to tell me they were ok. The staff walk past her room and always make sure they are ok; they can’t see me as I am round the corner.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to maintain their independence and make their wishes known. Some people chose to lock their bedrooms doors, staff respected people’s choices and knocked then waited for consent before entering. People were supported to spend time doing activities of their choosing, this included social and religious interests. People enjoyed spending time in the local community with support from staff. The management team were exploring further ways in which people could access the community, this included inviting people from the community into the home. This would support people unable to safely leave the home to access relationships and interests outside the Maun View community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's communication needs were assessed and documented within care plans. For example, one care plan we reviewed detailed how staff should communicate with and support a person who was hard of hearing. Throughout the home we observed easy read documentation and pictorial signs in appropriate places.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. Staff involved people in decisions about their care and told them what had changed as a result. Meetings were held with people to hear their feedback about the service. In these meetings, there was an open agenda and people were supported to have private conversations if needed. We found that where people asked for changes action was taken and a resolution offered. Further feedback was gained through the ‘Family Feeling’ initiative. This initiative was being piloted by Maun View as a way for relative-led input to people’s care and support. The toolkit ensured experiences of both relatives and people were documented and any concerns or areas for improvement were addressed. A relative we spoke with told us, they were heavily involved in their loved one’s care and had the support from staff at Maun View to ensure their relatives wishes were respected.

The provider made sure that people could access the care, support, and treatment they needed, when they needed it. Records we reviewed demonstrated timely referrals to health and social care professionals were made when needed. For example, referrals were made to a dietitian when weight loss was found. A person we spoke with told us, “The GP comes when the staff ask. Staff will accompany me to the hospital to make sure staff at the hospital have the right information. Staff also make sure the chiropodist comes regularly.”

Staff supported people to live their lives in their own way, respecting people’s lifestyle choices and religious beliefs. Staff spoke about a person’s specific religious beliefs and gave an example of a member of staff providing religious support to the person as they were unable to attend their place of worship. People told us, staff supported them to live independently in their chosen way and any choices respected. For example, some people preferred care from a specific gender, people told us staff always respected this. Processes in place supported all people to gain access to care and support. The provider supported people from different communities and cultures. Needs were assessed and documented prior to people receiving care and support. This meant people felt comfortable they were getting the right care and support from staff who understood them.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans had information relating to people’s end-of-life requests, including any religious wishes. Staff worked with external healthcare professionals to ensure people received proactive support to ensure a pain free and dignified death was achieved. A professional we spoke with said staff referred to community nursing teams without delay.