St Marys

“We spoke with the registered manager, deputy manager, provider’s regional manager and 10 staff including care, domestic and ancillary. We also received electronic feedback from 14 staff members.”

“The service was led by a dynamic and passionate registered manager. They and the staff team had established a positive and welcoming atmosphere at the service where people’s person-centred care was championed. We found that people were treated with kindness and compassion, their independence encouraged and their dignity respected.”

“People’s individual risks were regularly monitored and assessed with appropriate care plans in place to manage and mitigate identified risks. People’s medicines were managed and administered safely.”

“People and, where appropriate, those important to them were involved in decisions about ongoing care and treatment arrangements. Where people were unable to make their own decisions, they were supported in line with the principles of the Mental Capacity Act 2005.”

“People were protected and kept safe from harm. Management and staff understood their safeguarding responsibilities. The facilities and equipment met people’s needs, were clean and any risks identified were managed.”

“There were enough staff with the right skills, qualifications and experience to care for people. The management team made sure staff received training and regular supervisions to maintain high-quality care.”

“The registered manager was visible, knowledgeable and supportive. They were receptive to new ideas and were passionate and committed to delivering high-quality care to people and led by example. There was a culture of continuous improvement underpinned by examples of positive changes that had been made to the service under their leadership. They and the staff team acted on the best information about risk, performance and outcomes. People and staff felt able to speak up and when concerns were raised these were investigated effectively by the registered manager and used to develop the service and support ongoing learning.”

“The registered manager and provider had good oversight and knowledge of the service. There were effective systems in place to monitor and manage safety and quality across the service.”

“The registered manager understood and carried out their duty to collaborate and work in partnership, so services worked seamlessly for people. They encouraged creative ways of delivering equality of experience, outcomes and quality of life for people including being an active presence in the local community. Feedback from staff, relatives and professionals involved with St Mary’s emphasised this was an exceptionally well-run and caring service.”