Valerie Manor

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 the same. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People's care plans reflected their physical, emotional and mental health needs and these had been effectively assessed.

People's care plans were person-centred and provided clear guidance to staff about how to support people to meet their needs. People and their relatives were involved in care planning and made shared decisions about their care and treatment. One staff member said, “We stail have a drive for person centred care. One size doesn’t fit all. Everyone has their individualism and own needs.”

The provider understood people’s diverse health and care needs and worked effectively with local services to ensure care was joined-up, flexible, and promoted choice and continuity.

Staff worked consistently on meeting people’s assessed needs and followed guidance and information provided by health and social care partners. There was evidence of positive partnership working with community healthcare professionals, including GPs, Hospices, community pharmacists and local authority partners.

People received information in a way they understood and were accessible to them.

The provider could provide appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, one person with a neurological disorder and difficulties verbally communicating, was supported by staff to communicate through writing pads.

People’s communication needs had been comprehensively assessed, and staff had a good understanding of the needs they supported. Staff ensured that any communication needs, such as vision, hearing or dexterity needs, were quickly addressed to ensure that people were able to receive information about their care. For example, one person expressed a preference that staff don’t speak too loudly in the mornings, and this preference is noted in their care plan.

People and relatives were generally supported to share their views and be involved in decisions about their care. Care planning processes showed that people and, where appropriate, their relatives were consulted and contributed to discussions about care and treatment. Several relatives told us they felt informed and involved. One relative said, “They talk to us and tell us what’s going to happen,” while another commented that the home “runs very smoothly” and that they would raise concerns if they had any.

The service had systems in place to gather feedback, including surveys and relatives’ meetings. Some relatives described these forums positively. One relative told us, “They give you time to talk” and felt that staff listened to concerns and appeared to act on what was raised. Staff were also described as approachable, and people told us they would feel confident speaking to senior staff or managers if they needed to raise an issue.

People could access care, treatment and support when they need to and in a way that worked for them, which promoted equality, removed barriers or delays and protected their rights.

People were able to access healthcare, treatment and support when they needed it. For example, one person with mobility needs, received communion directly from a visiting religious leader. Staff ensured that timely referrals were made for specialist support, while people could regularly access local health support when they required it.

People were given support to overcome barriers to ensure equal access through consistent approach to meeting people’s individual communication needs. Observations of environment were positive with people having access to a spacious, secure environment.

Leaders and staff were alert to discrimination and inequality that could disadvantage different groups of people using their service.

People’s care planning was consistent, and the provider sought to provide a person-centred approach that acknowledged people’s differences and complex needs. People’s and staff’s cultural and religious needs were supported. Care planning assessed people’s sexuality to reflect how they wished to express this within their support.

Each person’s care plan identified any equality needs and how these impacted their care needs, while staff understood their role in ensuring people's equality and diversity needs were met.

People received excellent support when they neared the end of their lives.

People using the service were supported to plan for their future in a way that was person‑centred, compassionate, and respectful of what mattered most to them and those closest to them. Planning for future care, including end‑of‑life wishes, was embedded within everyday practice.

Feedback and testimonials from relatives were unanimous in its praise for staff’s approach. One person wrote, “All the staff went above and beyond, my nan was ill and passed away. The staff not only supported me and my family. When she as being taken out of the home all the staff can and stood outside to pay their respects and say goodbye. I know that my nan would have loved it.” Another relative commented, “I was so impressed by her compassion and gentleness with both me and (relative). You have gone above and beyond to support each of us with such sensitivity.”

The service demonstrated outstanding compassion in how it supported families following the death of a loved one, going beyond expected practice. The service recognised that planning for the future does not end at death, and that how people and families are supported afterwards is a vital part of their care. Families consistently spoke of the exceptional kindness, empathy, and gestures shown by staff during this time. Staff were supported compassionately by leaders and their peers when a person passed away. One staff member said, “We do reflection with staff if they are dealing with someone at the end of life. When there's a death, all management come in to support staff.”

A distinctive practice was the services commitment to celebrating each person’s life. Following a person’s death, families received a carefully curated photo album that captured meaningful moments, relationships, achievements, and memories from their time at the home. These albums were thoughtfully created with sensitivity and respect. Families commented that these albums provided comfort, helping with the grieving process, and demonstrating how deeply their loved one had been known and valued. One relative said, “It was a wonderful surprise to receive the photo album of my mum so please forward my thanks to all involved. It provided a great reminder of all the lovely times she had whilst with you all.”

Professionals spoke warmly of the services approach to supporting people at the end of their lives. We viewed a compliment from a local funeral home on staff compassion and care, while another professional told us, “The supporting documentation recorded by yourselves and sent to the hospital with (person) on admission was excellent. The ' Planning future care ' document provided a real insight into his thoughts and wishes for his 'future care. There were also comprehensive care plans which included a record of his cognition and mental capacity, religious / spiritual and cultural needs and a biography of his life. All of this information would have been extremely helpful to inform those in the hospital who were involved in his care and demonstrates the professionalism of your home.”