Malsis Hall - Mental Health Care Home with Nursing

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 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 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 received person centred care. People told us they were happy with the care and treatment they received. People told us staff treated them as individuals and respected them.

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 benefitted from a close partnership staff had with partner organisations. Leaders at the service worked with partner organisations such as the police and GP practice to break down barriers and have a joined-up approach to provide care to people. One visiting professional told us, “Generally, things have been positive with Malsis Hall.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was provided in a way which was accessible to people. Some people had different communications needs and staff and leaders adapted information to make sure information was accessible for people.

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.

People were fully involved and consulted with decisions about their care. Staff and leaders at the service held meetings in a group setting and on a 1 to 1 basis with people to gather their views and make positive changes. One member of staff told us, “[People] are at the centre of what we do. We listen to them and make sure they feel okay.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Leaders made sure people could access the care and treatment they needed when they needed it. The provider had regular engagement with people to review their needs and understand whether additional support was needed. Staff and leaders worked hard to remove any barriers a person experienced to promote independence and control.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People received care which was adapted to meet their specific needs. Staff were trained to understand where people had protected characteristics to meet their equality needs. Staff worked hard to ensure everyone felt included. The service was inclusive and avoided discrimination.

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.

People were supported with advanced care planning. While Malsis Hall does not specialise or routinely offer care for people needing end of life care, people had access to support around planning end of life care needs. Those who wishes to discuss their end-of-life care were able to do so in a supportive and compassionate way.