The Manor House

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff respected people’s privacy and dignity. For example, staff placed screens around people while they were being supported to use their moving and handling equipment in communal areas.

People and relatives told us staff were kind and caring. Comments included, “The staff are wonderful, they are kind and go the extra mile” and “The carers are very caring, they look after my relative well, that’s what I want.” A health and social care professional told us, “I have witnessed all staff working with our patients, demonstrate a caring attitude and always show kindness and dignity.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans detailed people’s background, histories, likes, dislikes, preferences; and their social, cultural and religious needs. People were provided with a diet in line with their religious preferences. People’s bedrooms were personalised. One person told us, “I have a lovely room, I brought in my belongings, which to me makes it homely.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s care plans recorded their likes and dislikes and routines they liked to follow, and what they could do independently. People's choices were promoted and respected by staff. One person told us, “They ask me before they do anything.” We saw people were spending time doing things which they preferred, such as watching sport on television.

People were able to spend time with others that were important to them, and staff supported people to facilitate and maintain relationships. Visitors were welcomed to the home, and we observed relatives spending time with their loved ones. Relatives told us, “When you visit staff just let you in and you can go straight to where they are, you don't have to wait” and “I have lunch here every day with them”.

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.

People had call bells within reach to call for assistance. People who were unable to use a call bell had a risk assessment to record how any risk would be mitigated.

We observed interactions between staff and people and saw these relationships were caring and compassionate. We observed staff responding to people's needs in a timely way. For example, we observed a person in distress ask to return to their bedroom, they were supported to do so immediately.

People and their relatives told us they could ask for food and drink whenever they wanted and this would be provided. Comments included, “At night they will get me a cup of tea” and “They can have snacks whenever they like, even at night”.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were supported to maintain a work life balance. Rotas were planned around staff availability to work and evidenced staff had regular days off to rest. One staff member told us, “We do get adequate breaks between shifts. If we need something special off, we can ask the manager.”

Staff received regular supervision where they were asked and told us they could raise any issues or concerns they had and would be supported.