Mirabeau

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 good. At this assessment the rating has remained 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. One person offered to show us their bedroom, which was personalised and celebrated their likes and interests. Another person agreed for us to see the on-site sensory room where they were relaxing with sensory lights and music. A person’s relative said, “[Person’s] room is lovely, overlooking fields.” Another person’s relative said, “There’s a lovely garden there. [Person] can go go-karting and there’s a big trampoline.”

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’s care and treatment was delivered in a way that met their assessed needs, in a co-ordinated and responsive way. Staff worked with people’s relatives to ensure continuity when people visited family, including ensuring people had access to any emergency medication needed for seizures at all times.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A staff member told us, “We use communication methods such as PECS (Picture Exchange Communication), ‘Now and Next’ boards and Makaton, which staff have received training for.” Leaders ensured people had access to information in response to any changes to their routine, for example, using social stories to support people to understand what to expect when going to new places in the community.

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. A person’s relative told us, “The manager is really lovely, very down to earth and approachable. I would definitely complain to her if I needed to.” Another relative said, “We get a questionnaire, saying things like, ‘How do you feel?’. It’s emailed to us. We get one about once a year.” Staff also completed surveys with people to find out what they thought about their care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. A person’s relative told us, “[Person] had no dental healthcare (at a previous service) and had to have 5 extractions. [Person] goes to the dentist regularly now and they now also clean their own teeth. [Person] has not needed any more dental treatment since and their teeth are kept clean.”

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. Staff sought to ensure people were not subject to discrimination, and adjustments were made wherever possible to promote good outcomes. A staff member told us, “To support [person’s] life goals, I work with them to build their confidence and independence by breaking tasks into manageable steps, celebrating achievements, and ensuring activities align with their personal preferences and aspirations.”

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. All of the people living at Mirabeau at the time of our assessment were young people who did not require end of life care. However, staff had actively supported some people with bereavement measures, including with emotional support and social stories. Family members told us they had been offered the opportunity to discuss future planning if they chose to do so, and that leaders were sensitive and respectful of their wishes.