Malsis Hall - Mental Health Care Home with Nursing

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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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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.

The provider 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 were treated with kindness, compassion and dignity. Staff knew people well and staff had a good rapport with people. One person told us, “I like living here. I feel safe.”

The provider 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.

People were treated as individuals. Care plans were person-centred. People felt like they were treated as individuals, and they felt respected. One person told us, “Staff always knock on my door. Always. I like it here.” Kitchen staff took pride in serving people with person centred meal choices based on their likes and nutritional needs. One member of staff told us, “Birthdays are really important. I speak with people to know what their favourite flavour of cake is. When it is their birthday, I make the person their own birthday cake with the flavour of their choice.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were given choice and control over their lives. Staff knew people’s goals and aspirations and staff worked with people to achieve these. People were supported to access the community, and people did not have unnecessary restrictions on decisions about their daily living. One person told us, “There are always groups and activities going on. [The activities coordinator] is very good with everyone.”

The provider 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 and leaders responded to people’s needs. Staff received training on how to respond to immediate risks people may experience if they had a sudden change in their mental or physical health. Both expected and unexpected changes were rapidly responded to. For example, one person’s physical health declined, prompting staff to take action without delay, who called for an ambulance to take the person to hospital.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. However, some staff felt debriefs after incidents were not as good as they could have been.

Largely, staff were supported to be safe at work. The provider had initiatives and processes in place to ensure staff wellbeing was paramount, but debrief following incidents was inconsistent. While we found most incidents had a debrief, this was not consistent. The provider had improved the quality and consistency of debriefs since the last inspection, but leaders acknowledged more work was needed to embed this. The provider had a plan to further improve the consistency of debriefs offered to staff.