Marrow House

Who the service is for

This service supports older people and people living with dementia.

Our view of the service

We carried out this assessment on 08 September 2026 to 28 September 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

People were supported by staff who understood their needs, promoted their wellbeing and reduced the risk of harm. One staff member told us, “I like working at Marrow House because I enjoy supporting people. Building trust and helping people feel safe, valued and comfortable. I also like learning about each person’s life and finding different ways to engage with them. I find it rewarding to make a positive difference.”

Risks, accidents and incidents were managed effectively, with learning used to improve practice. One staff member described the process following an incident: “We [staff] sit down with the manager on duty; we talk about the incident to see if anything can be done differently and see if I need support. There’s no blame just reflection.”

People benefited from sufficient numbers of trained staff, safe medicines management and effective safeguarding processes. Staff felt supported in their roles. One staff member said, “We have supervisions every 3 months. You don’t wait if you need support, in the past I have requested a supervision to talk about things that were impacting on me.” Health and safety systems helped maintain a safe environment.

People received care and support that reflected their assessed needs, preferences and goals. Staff monitored people's health and wellbeing, worked with healthcare professionals and reviewed care to respond to changing needs while promoting independence and choice.

People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. We found staff and management worked within the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions they had choice, control and freedom over their lives.

People were treated with kindness, dignity and respect by staff who knew them well. Staff promoted equality, diversity and inclusion and supported people to make choices about their daily lives. People's independence was encouraged through personalised care, assistive technology and an environment designed to support wellbeing, dignity and independence, particularly for people living with dementia.

People received personalised care that reflected their individual needs and wishes. Care plans were regularly reviewed, and people were encouraged to express their views, maintain relationships and take part in meaningful activities. Advocacy services and communication tools were used where needed to support involvement in decisions about their care.

People benefited from a positive and inclusive culture focused on achieving good outcomes. Governance systems provided effective oversight of quality and safety, while leaders promoted continuous improvement, welcomed feedback and used innovation, technology and environmental adaptations to enhance people's quality of life.