The Manor House Thurloxton

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment. People received person centred care. People consistently told us they were enabled to make choices about their care. Staff told us that person centred care meant, "Caring for that individual person" and “Their [people’s] needs are not reflective of anyone else.” We saw people’s rooms were personalised to their individual taste. This meant people received care which respected their preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported by a small team of regular staff who knew them well. Professionals involved were positive about staff and management. One professional described the home as, “ A welcoming and kind environment, with staff who appeared to have the care of their residents at the heart of interactions and decision making with myself and my team.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed that people had access to recent newspapers and leaflets. One staff member told us, "I read to [person]." This enabled people to receive updates about their local community and national news.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People felt they had positive relationships with staff and felt comfortable providing feedback. Changes were made because of their feedback. For example, in response to feedback 1 person had a do not disturb sign to use on their door, and another preferred their clothes were dried on a washing line.

The provider made sure that people could access the care, support and treatment they needed when they needed it. One person told us, "I am treated very fairly, anything I ask for, staff get it for me." People living at the service were able to access medical appointments in a timely manner. People had their own rooms with ensuites. Where required people had access to equipment such as a commode, stairlift and walking frames to meet their needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. One relative told us, "There is no discrimination at the service." Staff planned activities with people ensuring they continued to do things that mattered to them.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People had detailed end of life plans within their care records. This meant people's wishes and preferences could be met during the end of their life. However, these had not been updated recently. The deputy manager told us that they recognised this was an area which required to be reviewed and planned to hold discussions with people about their end-of-life care.