The Manor House Thurloxton

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives were consistently positive about the care provided at the home. One person told us, "I am very happy with the care I get." One relative told us, "They are the most caring and loving staff."

We observed warm and respectful interactions between staff and people. Staff valued people’s privacy and dignity during personal care, which was given in private. Staff felt they could spend meaningful time with people and did not feel rushed when providing care. Staff spoke about people with genuineinterest and respect. One staff member said, "I love talking to people."

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us they were enabled to engage in activities they wanted to do. One person told us, "I love the way we are treated as individuals and what we would like, we get."

People were encouraged and supported to maintain their cultural and religious beliefs. People were supported to attend the local church. Staff worked closely with a member of the local clergy who visited the home regularly, enabling people to receive holy communion if they could not attend the church in person.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they remained independent and were able to make decisions about their care.

People who could go out independently, were supported and encouraged to do so. One relative told us, "Walking is important to [person] and their independence is promoted as [person] can go out by themselves." We observed staff encourage people to walk. During lunch people were offered choices. People were supported to spend their time as they chose, moving around the home freely. Staff planned activities with people, who had the option to participate as they pleased. This meant people were supported to make their own decisions wherever possible and to remain in control over their daily lives.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There were systems in place for people to request support. For example, people had access to call bells, and 1 person had a pressure mat in place. One person told us when they use their call bell, "Staff come quickly." During our visit we observed staff reacting to people promptly. People were supported to access medical treatment in a timely manner. This meant their immediate needs were met without delay.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff feedback was positive and reflective of an open and supportive culture within the home. All staff that we spoke with would recommend the Manor House Thurloxton as a place to work.

An on-call management system ensured staff always had access to support. Staff felt supported by managers, 1 staff member told us, “[Deputy manager] or someone else is always around.” Staff also felt their colleagues were supportive and came to the home at a short notice when needed. This meant staff wellbeing was promoted, ensuring the provision of person-centred care.