Marina View Care Home

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

People were not always supported to participate in leisure activities. People told us that the service did not always understand their wider needs, or provide appropriate information. We found improvements were required in relation to end of life care. However, there was a complaints policy and manager monitored compliments and complaints.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives told us they did not always feel as though staff had the right training and experience to meet their needs, and were not given enough time to get to know people.

Staff spoke confidently about how they provided person-centred care. A staff member told us, “It means they are the most important person, and their care is about what they want, like or need. We need to consider emotional needs and cultural needs, it’s all about them.” Another added, “It’s all about their needs. Everyone has different needs, preferences or routines.”

People received the most appropriate care and treatment for them as the service made reasonable adjustments where necessary. People had access to bedrails, mobility aids and adapted crockery if required; and adaptations had been made to the home to help make it safer and more accessible for those living there. Staff were seen to provide different levels of support to people depending on their needs. For example: some people had 1-to-1 support all the time, or just for certain tasks, whilst others were encouraged to do more things independently.

People and relatives thought that care was not joined up to meet the needs of people effectively.

A staff member said, “We would report any concerns to the nurse who would check the resident, do observations and monitor. Any concerns would be documented and escalated; the nurse would contact the appropriate healthcare professionals.”

We did not have feedback about this category from partners.

We were provided with policies regarding accessing NHS services and dealing with other providers however we were not sure to what extent they were implemented.

We received mixed responses. Some people said that all information was not available to them at first, however others reported they felt they had sufficient information.

There was limited feedback from staff about the formats used to tailor information to people’s needs. However, staff spoke about a specialist device used to communicate with someone who could not talk; and how they used hand gestures and body language to engage with people who had limited capacity. Staff said they helped ensure sensitive or personal information was kept safe and secure by talking about matters away from communal areas, where they could be overheard.

We saw a policy which supported positive communication and had information about accessible information. We were not sure to what extent the policy was in use or its effectiveness.

People knew how to raise concerns and relatives felt that when they raised concerns they were generally dealt with, although sometimes things had to be followed up more than once. Relatives told us they were invited to meetings and received notes about the meetings afterwards.

Staff gave examples of how they would support people or relatives with concerns they raised. A staff member said, “I came across this recently. A relative was concerned the agency staff were unfamiliar but I offered reassurance and support.” Another told us, “I would point them in the right direction of who to complain to.”

There was a complaints process and policy, and the manager monitored compliments and complaints.

People and relatives did not have any feedback in this category.

Staff confirmed people could expect their care, treatment and support to be accessible and timely, and the provider made reasonable adjustments and addressed communication barriers. A staff member said, “People never usually have to wait long. I would never rush people, I would stay on and assist.” Staff told us about recent improvements to people who were cared for in bed and their barriers to social interaction. An activities coordinator had recently been employed who now delivered 1-to-1 activities to people in their bedroom.

Partners told us that 2 people in the home were unable to use their call bell during the night due to issues such as sight impairment and this had not been dealt with in a timely manner.

The provider showed us relevant policies however we were not sure to what extent these had been shared with staff or whether they were in use.

People and relatives did not have any feedback in this category.

Staff told us people were empowered by the provider and staff to give their views. We were told there were leaflets in the reception area detailing how people or relatives could access surveys, and a residents meeting was being planned soon.

The provider showed us relevant policies but it was not clear how these were utilised.

We observed that people's end of life care plans were not detailed or up to date, and it was not clear what provision was discussed or in place for people at the end of their lives. We were aware of recent concerns from partners about end of life care, such as lack of training for staff and issues with specific equipment.

Staff confirmed they did not have end-of-life training, despite caring for people at this stage of their lives. However, staff could tell us what good end-of-life care looked like. A staff member said, “Making sure people are pain free, comfortable and dignified. Making sure their families are looked after and spending time with people.” Leaders confirmed they were addressing recent short falls and had arranged for specific training and support for staff.

There was an end of life care policy in place, however we were not sure to what extent this had been followed.