The Moors Care Centre

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 inspection we rated this key question good. At this inspection 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 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Managers and staff treated people with kindness, empathy and compassion and respected their privacy and dignity. They spoke about people in respectful and caring ways. We observed care and support that was caring, patient and responsive. The atmosphere was warm and friendly. People told us staff were kind and respectful. People said, "Yes staff are good. They treat me with dignity and respect. I would tell them off though if they didn't.”

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’s personal, cultural, social and religious needs were understood and respected. This included access to religious services where people had identified it was important to them. The registered manager and staff knew people well and treated people as individuals and made sure people’s care, support and treatment met individual’s needs and preferences. Staff were able to tell us in detail about peoples likes, dislikes and preferences. They respected people’s individuality. One staff member said, “It’s tailored care for people, treating them as individuals, respecting how they like to be supported, their own routines.”

The provider actively promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Managers and staff ensured people’s choices and independence were encouraged and promoted. One staff member said, “We spend time with them, help them to make their own decisions, give them options to choose from.” Activities had been arranged based on things people had told staff they were interested in or enjoyed. Staff understood the importance of reducing social isolation and of developing community links for people. They arranged opportunities for community groups to provide activities within the home, but also had plans to increase activity within the local community. Some people had told staff they loved being outside and enjoyed gardening. Staff had arranged for a local community group to build raised beds in the garden to enable people to grow vegetables. People had also visited a local farm. A knitting group had been set up as a number of people had said they used to enjoy knitting and wanted to do that together. One person said. "I can lie in if I want, it is up to me. They brought a barn owl in yesterday and a pony a few weeks ago, so they do try and keep us amused." One staff member said, “Activities are good and they look to meet the differing needs of people.”

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. Where people showed signs of distress, care records clearly indicated to staff how they should support people and what they could do to reduce people’s distress. One person said, "Most staff are brilliant. If I have ever called the call bell, it isn't normally long, before someone is here. I get hugs if I get upset. I don't think they are supposed to, but they are very caring. Night staff are superb.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they enjoyed working at the home and that the registered manager and provider were supportive and flexible. Staff had access to support within the home but also via confidential external helplines made available by the provider. One staff member said, “[Registered manager] supports staff really well, we couldn’t have asked for any more support.”