Maison Moti Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The registered manager promoted an open culture within the home where people and staff felt safe to speak up and voice their opinions. Staff and people told us they felt listened to. There was a clear management structure in place which staff understood. There were numerous audits and reviews which ensured the registered manager had good oversight of the home. The registered manger understood the importance of learning and continuous improvement. All staff were encouraged to complete reflective practice sessions which helped them understand what they did well and what could be improved.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

People knew the manager well and we observed people interacting in a friendly manner with them throughout the inspection. The registered manager said they felt well supported by senior management and was able to access senior managers at any time. They were able to access any training they felt necessary for their role. Staff said they felt the registered manager was inclusive and promoted an open culture and led by example.

There were appropriate processes in place to ensure the registered manager had been recruited safely and had a good understanding of the people they supported. The registered manager was supported through regular meetings and supervisions with their line manager.

Staff understood whistleblowing and how to report any concerns. The registered manager said staff could go to them at any time if they had any concerns. A staff member said, “[Registered manager] is a great manager. Listens and acts, I can speak my mind, I don't have to hold back on anything.”

Management promoted a culture of listening and learning to promote good outcomes for people. People were encouraged to speak up if they had any concerns. Staff and the registered manager actively promoted people voicing their views and opinions. There were systems in place to enable people and staff to speak up. This included regular resident’s meetings, staff meetings, staff supervisions and daily handovers.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Managers and staff had a clear understanding of their roles and responsibilities. Staff felt confident in their job roles and said the management team regularly checked their work. Staff were positive about the leadership of the registered manager. A staff member commented, “[Registered manager] is one of the best managers I've ever worked with, takes staff and service user opinions into account. [Registered manager] listens, she is considerate.”

There was clear management oversight of the service through numerous and detailed auditing systems. Where anything was identified, this was responded to quickly. There was also a yearly audit of the service which fed into an improvement plan for the service. The registered manager was fully aware of their legal responsibilities to inform CQC of any safeguarding and other reportable issues.

People told us staff supported them in making and attending appointments with healthcare professionals. People were able to voice their opinions during residents meetings around what they wanted from the service.

The registered manager told us they have consistent and transparent communication with all partners involved in people’s care and well-being. This included mental health teams, local authorities, GPs and other healthcare professionals.

The local authority told us the home worked well with them. There was open communication between staff, people and healthcare professional and people were fully involved in reviews of their care to ensure joined up care.

There were numerous processes in place to ensure people were fully involved in planning and receiving their care. This included a robust initial assessment procedure to ensure the service would be able to meet people’s needs. There were regular reviews of care with people and healthcare professionals involved in their care and tailored one to one meetings between staff and people.

Staff told us they felt confident voicing their opinions and felt they were listened to by the registered manager and senior staff. One staff member said they had recently been asked their opinions and felt able to freely talk about them. The registered manager talked about the importance of involving people and said, “The service users are at the heart of everything we do.”

There were numerous ways the service gained feedback from people. This included, regular resident meetings such as quarterly service user forums, one-to-one meetings and daily conversations with people. There was also an annual survey. Survey results from 2022 and 2023 showed positive feedback about the quality of care provided. Where any issues were identified, an action plan was put in place to address this. The survey results helped form part of a continuous learning and improvement plan. To ensure people were aware of the results of surveys and feedback, the registered manager had put in place ‘you said / we did’ documents which were freely available to people. These explained how the service heard and acted on people’s feedback. There were regular staff meetings and staff were fully encouraged to take part.