Barchester Mulberry Court Care Home

Thank you for taking the time to complete your review of Mulberry Court. We take all feedback we receive seriously.

Comments we receive from residents, families, visitors and professionals help us reflect on the quality of our service, enabling us to maintain high standards and continue developing. We are particularly interested in identifying any areas for improvement.

It is pleasing to note that the overall standard of Mulberry Court is rated by the reviewer as ‘good’.

Every person living at Mulberry Court is offered the help and assistance that they need, as determined by a comprehensive assessment.
Their needs are reviewed regularly, as they may change over time, and as far as possible the resident and their family are involved in the process; this leads to an individualised and person centred plan of care.
With every resident our aim is to provide the appropriate level of intervention for that person, whilst supporting them to remain as independent as possible, for as long as possible.

At Mulberry Court, and all Barchester homes, a staffing tool, DICE, is used to determine safe staffing levels.
Rotas are produced in advance which reflect the results from DICE, ensuring sufficient numbers of staff and an appropriate skill mix in each part of the building.

Anyone staying with us who is able to manage their own money, and wants to, would keep money in their own room or about their person.
It is their choice how they then spend this money.
At Mulberry Court our policy is not to hold monies on behalf of residents.
For those residents unable to manage their own money, their family or representative would normally be asked to take the responsibility.
This is explained to residents and their families prior to them coming to live here.

Concerns brought to the General Manager’s attention are always treated seriously, with formal investigations taking place where necessary.
Official complaints are acknowledged within three working days; a full response, including the outcome of any investigation, is provided within 28 days.
Investigating concerns and complaints is another way in which we strive towards continuous improvement.

The management team at Mulberry Court have an ‘open door’ policy, and we encourage regular ad hoc contact from residents, relatives, and visitors.
Due to the design of the building and the position of the General Manager’s office, they are often readily available for people to meet with.

Everyone in the team is encouraged to offer appropriate support to the families of our residents, particularly when their loved one is approaching the end of their life.
Our hope is that we provide sensitivity and empathy at these times, whilst avoiding being intrusive.

It is always disappointing to learn that a family has had a less-than-positive experience of some aspects of the service.
We will continue to listen to all the comments we receive, to learn from them, and to use the information they contain to continue delivering a high quality service to our residents.

Steve Edgar
General Manager
June 2016

Thank you for taking time to review our home and service. We take any feedback we receive very seriously, as we strive to continually improve our home. Please see our response to the issues raised below:

1. Air conditioning used in winter to keep corridors to a cool 21 degrees - At Mulberry Court we aim to maintain a comfortable ambient temperature throughout the building at all times. Temperatures are checked regularly and although we have no record of residents complaining about the building being too cold (or too hot), any concerns raised by the people living here or their relatives are always taken seriously and looked into. We welcome all of the feedback we receive, as it helps us maintain and improve upon the quality of the services we provide.

2. Staff often sat chatting at nurses station instead of interacting with residents - Every member of the team is expected and encouraged to interact with the residents in a positive and appropriate manner, and to contribute to the atmosphere of community and homeliness that we are proud of at Mulberry Court. Each of us aims to engage with residents whenever the opportunity arises, for example whilst assisting with personal care, or when serving meals. We hope to make every interaction a meaningful one, in which each resident’s uniqueness is recognised and valued, and where a person’s dignity is maintained and promoted. There are some occasions when groups of colleagues do need to come together to share important information, or to identify any areas of concern that need to be addressed.

3. Food often not appropriate, for example a spicy stir fry and rice! A variety of nutritious meals are prepared on site by our dedicated catering and hospitality team, and there is always a choice of two main options each mealtime. If neither option is suitable for a particular resident then an “off menu” choice can be selected. We take note of all comments we receive regarding our menus, and we hold a regular Food Forum where residents are consulted about the meals, and can have a direct influence on the types of food we serve. We recognise that people have individual tastes and preferences, and we have sometimes introduced ‘non-traditional’ items to our menu at the request of the residents.

4. Staff speak way too quietly to my friend who is very deaf - As a team we acknowledge the variety of communication difficulties experienced by some of our residents, including hearing impairment. Communication is a major component of each resident’s care profile; with people who are hard-of-hearing, or deaf, each member of the team is expected to speak clearly and slowly, and at an appropriate volume for that person. Colleagues are encouraged to use creative ways of communicating if required, for example a pen and paper. In addition we liaise with the local hospital’s audiology department if there are issues regarding hearing aids, or if a hearing test is needed.

5. Activity programme mediocre at best - We are currently reviewing our approach to activities, focusing on individual lifestyle choices. In future we will explore each person’s interests (both current and historical), as well as incorporating any aspirations and ambitions that they might have, identifying how we can support our residents to continue living fulfilling lives. We are consulting with residents and their relatives, both one-to-one and in forums, to develop an approach that means the choices on offer to our residents are personally meaningful to each of them. The Activities Coordinators will be supported to provide a wider range of creative and stimulating options at Mulberry Court.