Radcliffe 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 inadequate. At this assessment the rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The whole staff team were happy to speak with us and were proud of the improvements to the service.

People and their relatives told us staff were kind. One relative told us, “[They] get a lot of attention and [staff are] very caring with [them]. First names too and [staff] take time to chat to [them]. [Staff] patience is incredible.”

We observed positive interactions and moving and handling being carried out in a dignified manner during the assessment.

People told us they had choice and control over their care. People told us they are being offered bath and showers more frequently and can also request one when they would like. This has been made more available with increased staffing.

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.

During the assessment, we observed staff supporting people in line with their preferences.

People we spoke with felt that their care needs were being met and personalised to individual needs. One person told us, “They help me a lot and I’m happy with it all.”

The service had events on and welcomed people’s relatives as well as the local community. They had a summer party, and animals came to visit which people enjoyed. They also had a fish and chip van visit for people to enjoy.

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

People living at the service spoke of how their independence was encouraged. One person told us that they often went out to meet with friends in the local community. They told us, “I’m able to go out to the village most days, so I’m not feeling like a prisoner. I go to the theatre sometimes with a friend. We have a book we sign in and out of and give a phone number for contact.” Another person told us, “I enjoy doing my own thing and am definitely encouraged to do so by staff. It probably makes their job easier too. My bedtimes are up to me, and they’ll just come and tuck me in. I decide what I fancy wearing. I go down in the day but will go up when I want a rest.”

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.

We observed call bells being responded to in a timely manner, meaning that people did not have to wait prolonged periods of time for support they required, although one person told us they could be waiting for support, particularly around busier times of the day. Another person told us, “They usually come within about 5 minutes.”

All the residents we visited in their bedroom had their call bell within easy reach, apart from one resident with good mobility who chose to sit in another chair away from the bed where the call bell was located. This meant people could easily call for assistance from staff if they needed to.

Staff knew people well and interacted with them in a positive way. We saw good interaction when supporting people with repositioning and moving around the home. People had choice on where they settled within the home during our assessment.

The provider did not always support and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Overall, staff told us that they felt able to speak up if they had any concerns and they felt listened to. It was reported that although updates on changes to peoples care needs had improved, staff had to report any changes they found to management and it took some time for action to be taken. When action was taken, they made appropriate referrals to external professionals such as physiotherapists and occupational therapists. Some people reported a lack of management presence around the home and felt the home could benefit from leaders being more visible.

Staff were able to support people effectively due to working with them to get to know them. However, staff felt that care plans were not person centred to enable them to provide person centred care through relevant documentation. This meant that new staff would not be able to read care plans and be provided with appropriate knowledge on how best to support people within the home. The provider was aware of the need to review care plans to make them more person centred and told us this is a priority for them to focus on. The provider shared care plans that they had updated following the feedback which were person centred and included clear direction on how care staff should support them.