Marlborough House

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

The staff at the service were caring. People were treated as individuals with kindness and respect. Staff worked with compassion and encouraged people to maintain their dignity, promote their independence and were supported to make their own choices. People’s immediate needs were addressed. People were supported to take part in daily living skills which promoted their independence.

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.

A few relatives noted a few occasions when they felt they could not approach certain members of the staff to seek further support and information. However, relatives also agreed the care staff were very kind, caring and attentive when supporting people. Relatives said staff were very kind and supportive to visiting relatives, especially in times of sadness. They said, “Every staff member I have met has been absolutely amazing…Everything we ask them, they will do, they have been amazing”, “The staff are absolutely wonderful, they are so helpful, the agency staff are good as well, there are no ‘grumpy’ members of staff. One staff member said that they really enjoyed the work” and “The staff are very good and they are very different to the other place, they are very tender with [the person] and the way they speak to [the person].”

Relatives agreed people’s privacy and dignity were respected by attentive staff. Relatives said there was a range of activities on offer and there was a weekly newsletter which informed people what was going on. Not all people joined in the activities as they wished to remain in their rooms. However, relatives said staff made efforts to include those who wished to spend their time in their rooms. Relatives told us they could visit when they wished, and they were made to feel most welcome by all staff.

The registered manager told us they led by example to ensure people were treated with kindness, compassion and dignity in their day-to-day care and support. The registered manager told us how they supported and looked after the team and each other. The registered manager worked with staff to ensure people felt the staff listened to them and communicated with them appropriately, in a way they could understand. They said, “It is ingrained from the beginning, and I set my personal standards. When I walk around, if I observed something, I would address it…always remind them how to support people; I say thank you. I will pick up if I see anything that is not correct. Part of the governance, we capture information and discuss it with staff. I always say how grateful I am for their work. I tell the staff the impact they make to people’s life. Leading by examples, seeing that you care so they care. I would not have someone working here if they did not care. Everyone is different and they all care, they all sing from the same hymn sheet. All staff make eye contact, says hello, always smile; introduce visitors to staff, to ensure both are recognised.”

Staff understood the importance of treating people with respect and kindness. One staff said, “I treat them how I would want to be treated or how my loved one would be cared for. Be proactive and demonstrate a caring approach.” Staff told us how they treated people and their relatives with respect and ensured people’s dignity and privacy was protected. Staff described how they monitored and communicated with people appropriately to ensure they could respond in a timely way and provide what people needed. Staff noted people were able to maintain relationships and networks that were important to them including seeing family and friends.

Professionals were positive about the work that the service, the registered manager and the staff team were doing to ensure people were receiving the care and support they needed. People benefited from the service that worked in partnership with different professionals to ensure people were looked after well. Where necessary, external health and social care professionals had been consulted or kept up to date with developments. The relatives agreed the service worked with external professionals to support people’s health and wellbeing. One professional added, “The care team are always seen to be treating people in a positive way. They try to include family/visitors as much as possible and are always kind and compassionate.”

We observed how people were supported and cared for during our site visits. Staff were kind, polite and caring. There was a calm atmosphere, and people were supported at their own pace to carry on with their day. Where people needed additional support, staff provided it in kind manner. Staff completed some activities with people. Staff had friendly conversations with people around the tasks they needed to complete together. People’s privacy and dignity was respected. When required, staff supported people by closing the doors to give them privacy. We spoke with some people and they noted the staff were supporting them, they noted staff were kind and ”lovely”. We also observed staff treated each other respectfully and supported each other to carry out various tasks. Staff were helpful in answering our queries, as well.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.