Hallaton Manor Limited

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 71 (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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care was coordinated to maximise independence and planned to incorporate people’s choices and preferences. For example, people could choose when they woke up, what they wanted to wear and eat, and how they wanted to spend their time. Staff told us they had information about people prior to providing care and support and they knew about people’s needs as the information was contained within people’s care notes and risk assessments. Staff also told us they have enough time to give people individualised support.

The provider understood the diverse health and care needs of people and their local communities. Staff had regular meetings with health professionals to review people’s changing needs and people were supported to access health services. The provider had encountered challenges in terms of joined up care with some health professionals and was working through this at the time of our inspection visit. People were supported to go out locally and visit places of interests and culture or do their shopping. Staff supported people to access a range of activities that were designed to meet their emotional, physical needs and provide meaningful stimulation. People told us, “My (relative) can visit at any time. The staff do interesting talks; I particularly liked the recent one about old wives tales” and “The best thing about living here is the animals. I help to put the chickens away at night. There are activities in the home and in the community. Once a month a church person comes in to do a service, with residents from the village taking part. I go out to a café in the community once a week with the activities staff and out shopping.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us that during the assessment process people’s communication needs are assessed to find their preferred way of communicating and identified any adjustments needed. A care plan was then developed detailing the method and style of communication the person preferred. For example, 1 person used technology to converse with people in their first language within the community. A second person described how staff translated written information such as medical appointment letters, for them as they struggled to read.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they felt able to raise concerns and these were listened to and acted on, though not always fully resolved. Two people told us they had raised concerns about staff speaking in front of them in their first language rather than English. They had felt able to raise this with the registered manager and felt improvements had been made, though some staff still reverted to doing this when the registered manager was not around. They told us they didn’t feel able to raise this issue in meetings as staff were present. We raised this concern with the registered manager to address as part of this inspection visit. Records showed where people had raised concerns, these had been investigated, responded to and people had been provided with an outcome and assurances of changes or improvements made. Where people had expressed a wish to move from the service, the provider had ensured their voices were listened to and acted on by other agencies and people were fully involved in decision making processes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their, mobility, communication and health needs. Guidance also included information and protocols for people’s specific health needs and health conditions. Staff had training in how to access services in an emergency should people become unwell and there was always a manager on call should staff need additional support. Staff had received training on human rights and avoiding discrimination considering people’s protected characteristics.

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. Staff had received training in the Equality Act and advocated on people’s behalf to prevent discrimination. People described how staff advocated for them to ensure their wishes and preferences were heard. For example, in reviews of their placements and when liaising with medical professionals.

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 and those important to them were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions. People were supported to identify outcomes where they chose to stay at the service for a short time, for example, to recover abilities to return to their own home.