Company News, Merlin Court, Marlborough, Wiltshire

Merlin Court Good in All Categories from CQC

We are proud to announce that our CQC inspection report is now live! We have received ‘Good’ in all categories, with some fantastic comments.

Previously Merlin Court had received an overall ‘Requires Improvement’ from CQC, with one category being classified as ‘Inadequate’. However, our recent £1 million plus investment in the total refurbishment of the home and improvement in care services has resulted in fantastic results, reflected in our new CQC score.

Here are some highlights from our report:

The home had undergone an extensive programme of refurbishment since our last inspection in July 2015. There was a pleasant and friendly atmosphere throughout the home. People, relatives and staff spoke positively regarding the physical changes to the home. Comments included “The décor is lovely, it’s so light in here now” and “We were kept up to date with all the renovations. The changes were done without disturbing the residents. It’s lovely here now”.

People told us they felt safe living at Merlin Court. Their comments included “I feel safe and well looked after”, “Yes I do feel safe. It’s the general atmosphere that makes me feel that way” and “Yes I feel safe. I am more than cared for and they ask me very often if I am ok”.

Staff told us that people were encouraged to be independent as possible and explained how they ensured they maintained people’s privacy and dignity when undertaking personal care tasks. People received support from staff who had got to know them well.

People and their relatives spoke positively about the care and support provided by staff. Their comments included “Carers always treat me kindly and with respect”, “Staff are all very nice. They are very helpful” and “Staff are all very nice. I couldn’t say anything against them”. One visiting relative told us “The care is superb. The staff are all very lovely”.

People were receiving care which was responsive and tailored to their needs.

People told us they were consulted about their on-going care and relatives said they were kept fully informed if there were any changes to relatives care plans. One person told us “They know what I like and they stick to it. They regularly ask me what I want and how I am feeling. A visiting relative said “We can look at mum’s care plan anytime. I could go and ask now to have a look at it. We have regular meetings to review it”.

Staff showed concern for people’s wellbeing in a caring and meaningful way, and they responded to people’s requests for assistance quickly. During our conversations with staff they demonstrated they cared a great deal for the people they supported. Staff told us they felt that people received good standard of care and support. Comments included “I feel the people here are my family and it feels like a happy home which is important”, “We encourage people to do as much for themselves as they can. We get time to spend with people and really get to know them” and “We are here for the residents and have the time to make sure people get the care they need”.

A health professional told us “I have found the staff to be receptive to what we say and deal with any concerns we have. They treat their patients with dignity and respect and appear to meet individual’s health needs”.

The staff we spoke with were positive about the training they received and felt it supported them to be able to carry out their duties effectively. Comments from care staff included “I am currently working through my induction workbook and have a mentor in place. I can discuss things with her and feel I am getting the right support” and “There is plenty of training and I can talk about what training I want to do during my supervision meeting”.

The service had a clear set of visions and values and staff understood these. They said the values included encouraging people to maintain their independence, promoting well-being and treating people with dignity and respect. . Staff spoke positively about working within the service. Their comments included “There is a real open door culture here and the managers are approachable” and “I like working here. The teamwork is very good”.

People had access to specialist diets when required for example pureed or fortified food. We spoke with the catering department; they had information of all people’s dietary requirements and allergies. This also included people’s likes and dislikes. They explained people had a choice of meals. They told us menus were flexible and subject to regular change based on people’s requests and preferences.

People had a range of activities they could be involved in. There were two activities coordinators employed by the service who were responsible for organising activities for people throughout the week. There was a timetable of weekly activities which included yoga, quizzes, music and arts and crafts. The coordinators also organised outside entertainers to attend periodically throughout the year. One coordinator told us they regularly spoke with people about what activities they wished to take part in.

As you can see, there are some truly special comments made about our home and staff. Here at Merlin Court Care Home we have a very hardworking and caring team. A huge well done and a big thank you to them all!

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To read the full report and download a copy click here.

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