The Manor Care Home

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. This is the first assessment for this service registered under different legal entity/provider. This key question has been rated 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 manager and staff treated people and their families with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives told us they were happy with the way staff supported them with care and kindness. People said, “[Staff] are pretty good. They’re kind and caring and they learn how I like things done” and “I find [the staff] all very nice. I think they are without a doubt kind and caring”. This meant staff delivered care and support that was caring and person-centred and which had a positive effect on people.One professional said, “I visit a good few homes and the level of compassion and kindness at The Manor is second to none. They are a lovely team who obviously like working there and give 110% to their residents. I love going in there.”

The manager and staff understood how to treat people as individuals and to make sure their care, support and treatment met their needs and preferences. For example, one person’s records noted their preferences and the support required to meet mental health needs. One of the person’s wishes was to use the recliner chair to remain seated for longer periods of time. There were measures in place to relieve the pressure on vulnerable areas but to support person’s wishes and it was clearly documented. The person had a little fridge in their room to store their preferred drinks.The management team and staff worked together to promote people's wellbeing, safety, and security, and we observed a supportive staff culture. It was clear people who use the service were important to the whole staff team. People and the staff team had good relationships with each other. Staff supported people so they were enabled to live as they wanted to, seeing them as individuals with skills, strengths and goals. The manager added that they collected all the information about people to ensure they followed their wishes and preferences, which ensured it was tailored to their needs. People’s care and support were also reviewed as part of the scheme in the service, called ‘Resident of the day’. This included different teams in the service that would contribute to the review of people’s needs. Staff knew the needs of people, offering choices and giving them time to respond.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Staff understood the importance of supporting people to remain independent where possible. Staff supported people to make choices and remain in control of the care they received as much as possible. One staff member said, “Helping people keep their independence is very important. Carers need to support residents to do as much as possible for themselves. We make sure they have the time to complete a chosen task. We encourage people to do certain things, but we also must respect their choice to refuse.”

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.They included people’s relatives as part of their support circle. The provider worked together with people and relatives to ensure this was a priority, so staff were able to anticipate any changes. One staff explained, “One day I noticed a resident was pressing their head with their hand and I thought they might have a headache. I reported this to the nurse who gave some paracetamol and after an hour or so, the person was smiling again. This made me feel I had made a difference to this person’s comfort.”Staff understood they had to consider people’s individual needs and seek timely help if their health or wellbeing deteriorated. One professional added, “I have observed only kindness, care and compassion on the part of nursing, care and catering staff.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.The manager explained how they communicated with staff regularly and encouraged them to share any feedback or information. The manager ensured staff felt supported and appreciated. The manager said, “I am an advocate to work together to ensure the standards are delivered as expected. Any feedback is an opportunity to learn and grow. It gives staff confidence and a real feeling of empowerment and do the right things. If there are any gaps, staff can come forward to report that, and we can look at that. I want everyone to have an amazing experience in the home.” The staffing team told us they enjoyed working at the service supporting people. They said, “I will say I really like my job, I know I make a difference to people’s life and that is important” and “For me, it makes me happy if I am making someone happy.”Staff felt the manager was accessible and supportive. They felt valued as members of the team. Staff said, “In my honest opinion, the new manager is really great. [The manager] is awesome and engaging. [The manager] is supportive and approachable” and “My work is definitely valued. I get good feedback for this from the manager. Also, the residents and their families tell me that they like how I engage with people.” The staff team were motivated to provide care and support to people as their needs and health were changing. One professional said, “The staff at The Manor Care Home seem happy and fulfilled from what I can see. There is a sense of family and unity there, as well as easy communication between the staff and respect and kindness for the residents. The residents themselves also seem happy whenever I visit.”