The Manor House

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 and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences.

Where people required support with eating, we observed staff did this respectfully and with patience and compassion.

People and relatives told us staff provided care in the way they wanted. One person told us, “The staff are extremely good, very kind and they listen to what you want.” A relative said of the staff, “They're just the right carers, very gentle and quiet and very calm they give them a lot of confidence.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager and staff understood the importance of working closely with a range of other agencies including their GP practice, dieticians and occupational therapists.

Staff were trained in areas specific to people they were supporting, this included dementia and end of life care.

Feedback from health and social care professionals was positive about the information shared and how well the staff team worked with them. Health professionals told us, “There are no issues with communication. I normally speak to the manager or nurse, if I need access to records they provide them” and “They communicate effectively with me and the GP surgery.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service had processes to assess people’s communication needs before they joined the service. People had detailed communication care plans which guided staff about people's individualised needs.

People were provided with a service user guide when they moved into the service. This provided information about people’s rights and choices and the facilities and services available to them.

The registered manager told us they could provide information in a range of formats, however this was not currently needed by any of the residents.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service displayed a poster in the home reminding people of their right to complain. They also had a suggestion box in the hallway. The registered manager kept a record of complaints and compliments received. Complaints were investigated and responded to.

Staff and people’s feedback was sought regularly via staff and people’s surveys. Surveys were analysed for any trends. Resident and relative meetings had been held but were not well attended. Instead, the registered manager organised regular social events for people and their relatives and feedback was sought in a more informal way.

People told us they felt listened to by the registered manager. Comments included, “If I make a comment to the manager, they always respond” and “They respond quickly to any issue.”

A professional told us, “When any issues or concerns have arisen, the staff have always been responsive and dealt with any complaints and feedback efficiently.”

The provider made sure people could access the care, support and treatment they needed when they needed it.

People were supported to see a health professional when they wanted to within ward rounds and were supported with referrals to a range of healthcare professionals as required to meet their needs. This included speech and language therapists, dietitians and occupational therapists.

Staff provided 1 to 1 support to people to assist them in managing their health conditions, where this was required. The home was easily accessible for those with mobility difficulties.

Staff had access to additional support out of hours from the provider if required in an emergency.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s care records guided staff on how to support them in accordance with their wishes, abilities and protected characteristics. Staff respected people’s preferences.

People were offered a range of activities within the home. A co-ordinator arranged activities with people who could choose to take part in communal areas or their own bedrooms. The activity co-ordinator explained to us how they were led by people’s preferences. For example, if people wanted to sit and have a chat with them, rather than participate in the activities on offer.

One person told us, “There are several activities which I enjoy and take part in” and a relative said, “they do lots of activities, for example painting, drawing and cookery.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People and their relatives were involved with discussions about their future care and details of preferences were included in their care plans.

Several people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. A ReSPECT form can be used to record people’s wishes and preferences so that in the event of an emergency, those looking after them can make decisions about their care that reflects their personal wishes. Staff understood what the forms were for and told us they were easily accessible.