Merryfields

The service provided a warm, caring and homely environment where people’s privacy, independence, choice and dignity were prompted and met. Staff treated people with kindness and knew them exceptionally well. They understood people's individual backgrounds, preferences, needs and interests, and used this knowledge to provide highly personalised care. People were encouraged to make choices about their daily lives and staff listened to and acted on their wishes.

The management and staff were committed to providing good quality of life. People's rooms and communal areas had been adapted to reflect their individual needs and preferences, helping them feel comfortable, independent and at home. People were supported to take part in a variety of social activities that matched their interests and preferences.

People and relatives were encouraged to share their views about the service. Feedback was welcomed, valued and used to make improvements. People told us they felt listened to and that their opinions mattered.

Staff wellbeing was a clear priority for leaders. Leaders were highly visible within the service and regularly checked on staff wellbeing. Staff told us they felt valued, respected and supported. Leaders recognised that staff had different needs and provided individualised support, including support for staff with neurodiverse conditions. Staff described a culture where reasonable adjustments were considered and implemented, helping them to work in ways that enabled them to thrive in their roles. This inclusive and supportive approach had a positive impact on staff wellbeing, morale and retention.

The provider had a positive learning culture and people could raise concerns. Systems helped to reduce risks of abuse and avoidable harm. The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated. Refurbishments were continuously being planned and ongoing, while involving people who used the service.

Staffing levels were kept under review and staff received training relevant to their roles. Staff managed medicines well and safely. We identified some risks associated with medicines and the environment, these were addressed immediately.

People’s needs were assessed and they were involved in the planning of their care, as were their relatives, where appropriate. People had enough to eat and drink to stay healthy. Staff made sure people understood their care and treatment to enable them to give informed consent. Where people lacked capacity to make decisions, systems were in place for decision making in people’s best interests.