Manor Lodge

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 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 made sure people were at the centre of their care. The care was personalised, meeting the person’s needs and wishes. Care plans were written respectfully about people detailing their wishes about the care they received. Staff told us how they helped people to pursue their interests. One told us, “We get people painting and drawing and encourage people to do the things they like. We get people involved in singing which some people really like, we also have a person who really likes news programmes.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined up and flexible. They worked with a wide range of other services to make sure people had access to all the services they needed. A GP told us how the service appropriately consults with them to ensure the continuity in people’s care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some information was in pictural format to help people understand what was being offered to them. The provider had a multicultural workforce that offered an opportunity for people to communicate in different languages if the need arose.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. They sought people’s feedback about their care daily and made changes when people wanted them. They liaised with people’s families and listened to their thoughts and ideas about people’s care needs.

Staff were consulted about their views and discussions in team meetings offered staff the opportunity to contribute their ideas about the service and the care they provided.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider was well established and had solid working relationships with partner agencies which meant people had access to all round care and support.

The provider actively worked to ensure people did not face inequality in the treatment and care they needed. The registered manager was experienced and was able to use their knowledge and skills to advocate for people which meant they did not face barriers to care and support.

People were supported to plan for important life changes and care plans detailed conversation that people had about their future care. End of life care was discussed with people, and the provider respected people’s wishes about the conversations people wanted to have about dying.