People in Action - 136 Manor Court Road

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 inspection we rated this key question good. At this inspection 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 told us they were happy living at the home. We found staff to be kind, respectful and patient. We observed staff respecting people’s privacy by knocking on bedroom doors, offering choices and giving the person time to make decisions.

Staff spoke about people in a kind and respectful way and could describe to us each person’s likes and dislikes and how they preferred their care routines.

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.

Staff treated people as individuals and were supportive of their choices. Positive feedback was shared from a social care professional who worked closely with the service. They told us, “Staff are person centred and differentiate for the people’s interests. All 3 residents have shared they are happy living in the home.”

Care records captured people’s preferences and needs, including information about important events in their life history and how they wished to be supported, their likes and dislikes.

People’s protected characteristics such as religious beliefs and disability were reflected in care records. Staff spoken with clearly understood people’s individual needs and how best to support the person. A staff member told us, “People are really active in their care, and we support them to make their own choices."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People where possible were involved in planning and reviewing their care and support. Records captured their preferences and needs. This included how they wanted to be supported by staff and what the person could do for themselves to maintain their independence.

During our visit we observed staff promoting people’s independence by walking alongside 1 person, encouraging them to slow down as they walked around the home, to ensure they were safe.

A staff member told us, “I promote independence by supporting the person to do as much as possible for themselves when supporting them with daily living activities.”

People were supported to make daily choices for example, the choice of meals, drinks and whether they wanted to go out for a walk. One person said, as we looked at the menu planner, “Yes, I like it here, I chose my meals."

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.

During our visit, staff were available and attentive to people’s needs. Staff spent time chatting to people and encouraging them to participate in a range of activities based on their interests.

Staff knew people well and adapted their communication and interactions in response to a person’s excitement and heightened mood. This supported the person to calm and refocused back on the task they had been completing.

The home worked closely with a range of health and social care professionals to ensure people’s health needs were closely monitored, supporting people to achieve good outcomes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported and enjoyed working at the home. One staff member told us, “I like working here, the manager is supportive and listens.” Another staff member said, “The manager is approachable, I feel looked after.”

Staff received the guidance and information they needed to fulfil their roles, and this included communication within individual and team meetings. One staff member told us, “We’re a good team, communication and morale is good."