Middleton Care Limited

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

People told us they were treated with kindness, compassion and dignity. They told us they were treated as individuals and were supported to make their own decisions and choices. Staff gave examples of how they promoted people’s 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.

People had many positive comments about the kind, friendly attitude of all staff. People and their relatives described care staff as “very kind” and “wonderful”. People were treated with absolute respect and their dignity was fully upheld. One relatives’ comments included, “Sometimes [person] doesn’t want help and [staff] respect that, then other times [person] will accept it.” Another relative said, “The carers go beyond and above what's needed.”

The provider put people at the heart of this service. Managers and staff fully understood the importance of people continuing to be a valued part of their local community. The provider and staff went above and beyond to offer opportunities for people to access activities and their local community. They provided exceptional social care support for people to promote their independence and wellbeing. For example, an annual Christmas party is held for all clients. The managers and staff provide lunch, entertainment and games which offers a very welcome social event for people. During Covid-19 lockdowns the provider made sure each person and other local pensioners received an individual tea-party box delivered to their door. The staff team were extremely kind and considerate towards people. They had supported people in their own time on trips, visits to other services and even travelled some distance to take a person’s pet to the vets on their behalf as they were unable to do this themselves. The managers provided an annual newsletter to each person or relative to share news about the service and the local community so people felt fully included. The management team used a number of ways of monitoring staff to make sure they acted with kindness, compassion and respect. Those values were explored at interview, during induction, training, spot checks, staff meetings and by collecting customer feedback.

External health and social care professionals had no concerns about the way staff worked with and treated people.

Managers and staff treated people as individuals and made sure their care and support met their personal needs and preferences. People and relatives said staff knew people “inside out”. For example, “[Family member] is not the easiest of people. [Staff] know how to help them [in the right way] and to get them to change their clothes and things like that.”

Staff treated people as individuals. They discussed how they worked with people in a person-centred manner and tailored their approach to match to individuals wishes. Care plan daily tasks sheets were person-centred and used respectful language.

The provider worked well with other agencies and professionals to establish best outcomes and ensure the person had the best quality of life that they can. This was supported by training to ensure knowledge and safe use of equipment was in place.

People received support to maintain their independence. People and relative’s comments included, “He says what he wants and they'll help him to do what he wants.” People were supported to have choice and control over their care. The provider encouraged people to be fully involved in planning and arranging their care service, where capabilities allowed. People said they were involved in periodically reviewing their care arrangements. People were supported in a way which allows them to do the things that were important to them. A relative described how staff went out of their way to give people control over their lives. They told us, “The carers also help another lady. My [family member] and this other lady wanted to meet. So, the staff helped the other lady to my [family member’s] flat. Then my [family member] asked staff if they could go out and buy them two coffees from Costa and the staff were only too happy to do that.”

The provider supported people have access to activities and the local community to promote and support their independence, health and wellbeing.

Systems were in place to monitor people’s day to day activities to ensure people were receiving the quality of life that matched their preferences and needs.

People said staff took time to communicate and engage with them. People and Relatives said staff recognised when people might need urgent help or support and gave examples of contacting emergency services.

Staff were very familiar with each person’s needs and anticipated these to avoid any preventable discomfort or concern. People and relatives said they knew them “inside out.”

The registered manager recognised the importance of wellbeing and how this linked to delivering good quality care that had positive outcomes on people who used the service. The registered manager told us, “Middleton Care is committed to achieving a working and living environment which provides equality of opportunity and freedom from discrimination.” A staff member told us, “It’s a really great team and everyone has each other’s backs if they have a problem or are ill people step in to support them or cover for them, everyone also cares about each other and genuinely wants to make sure each other is ok .”

The provider had systems and processes in place to ensure the service was driven by a culture that normalises and promotes wellbeing.