Hallaton Manor Limited

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 told us, “The staff treat me very loving, compassionate and are very helpful. I feel as if I can go to any of the staff,” and “The care is very good. Staff are kind and gentle.” We observed staff treating people with kindness and observed they had a good rapport with people. Staff addressed people with respect and there was a strong emphasis on maintaining people’s right to privacy and dignity. A person told us, “When I have a bath, staff cover me with towels. They come in when they’re ready and tell me what they’re going to do (before they do it).” A staff member told us, “First thing in the morning, I always knock on people’s doors before entering and ask how they are. I am respectful, cover them or close the door and do not admit anyone to the room if providing personal care”. People could receive visitors when they wanted. When visitors came to the home, there were private spaces both inside and outside the home which people could utilise.

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 had choice and control over every aspect of their lives. They told us they choose what to wear, when to get up and go to bed and chose their meals. We observed staff offering people choice and responding to their wishes throughout the inspection. A staff member told us, “I have got used to [Name] and other people who do not use verbal communication. We take time to get to know them; what works and what doesn’t. I understand them from gestures, body language and experience before, to know what they want. I offer options until you hit on the right thing”. Some of the people had limited life history information recorded. The registered manager explained it took time to really get to know people and build a relationship where they felt able to share some aspects of their life which supported personalised approaches.

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 staff supported them to be independent and respected their choices. People’s comments included, “I can come and go as I please, when I wish” and “Staff encourage me to get up earlier in the morning (otherwise I sleep in very late) and shower myself. It’s down to me to keep it clean. And they prompt me to tidy my room.” We saw people wearing suitable clothing and they were encouraged and supported by staff to be well presented. We observed kind interactions where staff took their time to promote people's independence, choice and control.

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. We saw staff were attentive to people during our site visit and people did not have to wait long for support. Staff identified when people were becoming anxious and intervened to provide them with reassurance and distraction where necessary. For example, we saw a person carrying a hot drink and sat down with it in their lap. Staff noticed and brought a table in to give them the choice of putting it down, which they did. Staff also noticed when a person’s water bottle was low and asked if they would like it refilled. During our inspection visit we observed staff lowered themselves to people’s eye levels and spoke with people at a pace which worked for them.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff members we spoke with told us the service was a nice place to work, said they could ask their line manager for support, and felt the management team would respond appropriately in a timely manner. Comments included, “I like working here. I feel supported and people receive good care” and “I feel confident to work here and I am supported to learn. The registered manager and colleagues are very supportive and approachable. We have time to care for people as we are not rushed.”