Manor Lodge

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.

Staff treated people with kindness and compassion. There was evidence of warm relationships between people and staff who had clearly known one another for a number of years. Staff spoke with a great deal of respect and affection when talking about the people they supported.

The registered manager told us staff’s approach and conduct with people was covered in their supervision to ensure the organisations values were upheld. They added how it was important to them to give the impression the services had a feeling of being ‘home from home.’

A health professional added, “Staff present as caring, patient, and respectful in their interactions with residents. They take time to engage meaningfully, offer reassurance, and promote dignity. It is evident that they value the wellbeing of the people they support and strive to build trusting relationships.”

People’s care was tailored to their specific needs and wishes and there was evidence people were consulted about this. Information about people’s wishes were clearly recorded in their care plans. Staff had a good understanding of each person, who they were and how to engage with them in a meaningful way. People’s rooms were personalised which were decorated to their choice, with pictures and other personal possessions which gave their rooms a sense of belonging and ownership.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care. People were encouraged to choose the things that were important to them.

People were offered choice and control about the support they received. A staff member told us how they offered choice, they said, “We talk to people, ask them what they want and some people can tell us. We always make sure we tell people what is happening, offering choice but also accepting they might not want support there and then. If that’s the case it’s fine, we can go back and offer again later.”

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The provider constantly monitored people’s health and responded accordingly by either increased monitoring or seeking the support of other professionals.

The staff team responded to people’s needs immediately when changes happened. A health professional told us, “People’s needs are responded to in a timely and appropriate manner. Staff are attentive and proactive, ensuring that support is provided without unnecessary delay. Whether responding to personal care needs, health concerns, or emotional support, the team demonstrates good responsiveness and coordination.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they enjoyed working for the provider and felt supported by the registered manager. They told us the provider is flexible, ensuring staff get enough time off, including regular breaks to rest before resuming their duties. This meant staff were not tired and were able to concentrate on their work.