Clifton Manor Nursing Home

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 changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People, relatives and health and social care professionals consistently told us the service treated people with kindness and compassion. Comments included, “So, so caring and I am looked after all the time, they are just a lovely bunch and do everything I ask or want,” and, “Lovely carers, everyone is lovely in the building.” One relative told us, “Things are spot-on. [My family member] is very settled here after just [a short period of time]; the care is outstanding.”

Throughout our assessment, we observed many warm and meaningful interactions between people and staff and the positive impact this had on people Staff spoke to people with kindness, used reassuring and respectful language, and adapted their approach to individual needs and preferences. When people became anxious or distressed, staff responded sensitively and patiently, providing comfort and reassurance in a way that respected the person's dignity and individuality. Where people were unable to tell us about their experiences, we used a structured observation tool and saw staff taking time to sit with people, engage in conversation and provide meaningful one-to-one support.

Staff involved people's relatives and friends in their lives and support. The service had created a strong sense of community, with a clear focus on developing and maintaining meaningful relationships. We found some relatives of people who no longer lived at the service continued to visit and spend time with staff and people living at the home. This reflected the positive relationships that had been developed and sustained over time.

The culture of the service was visibly centred on kindness, compassion and respect, helping people feel valued, listened to and supported. One member of staff told us, “We created a community, a family, I know the residents are safe, I know they are loved.”

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

People's personal, cultural and social needs were recognised and respected. Staff demonstrated a detailed understanding of people's individual needs, and they were able to describe how support had been adapted to reflect people's changing needs and preferences in line with their care plan. The environment also reflected people's individuality. For example, bedroom doors displayed personalised photographs and images linked to people's interests, hobbies and life experiences.

We saw many examples of staff using people's life experiences, interests and personal histories to shape meaningful support. One person took part in a therapeutic session centred on their previous career, achievements and personal experiences. Staff also created a reminiscence-based film session using a locally familiar film and recreated cinema experience. These approaches encouraged people to share memories, reflect on important events and achievements, and engage in conversations that were meaningful to them.

Staff also supported people to maintain interests and personal features within their rooms that reflected their lifestyles, preferences and identities, helping people to remain connected to the things that were important to them, including pets. This helped people maintain their identity, confidence and connection to the people, places and experiences that mattered most in their lives.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Throughout our assessment, we observed staff encouraging people to do as much as possible for themselves and remain involved in decisions about their daily lives.

We saw examples of the provider promoting independence in meaningful ways. For example, breakfast clubs were designed to encourage people to take an active role in preparing their own breakfast, including choosing what they wanted to eat and applying their own spreads where possible. This helped people maintain everyday skills and remain involved in familiar routines.

People were supported to pursue interests, hobbies and experiences that were important to them. Opportunities included dementia cafés, church groups, community activities and other experiences that reflected people's interests and preferences. Staff adapted support to enable people to take part whilst maintaining as much independence as possible. One person told us, “I am looked after so well. I have a call button, my laundry is done and the carers are lovely, lovely. They help me shower, change my clothes and help me with bingo.” Another person told us, "It's just fun to be here, no two days are the same." One relative told us, "[My relative] can't do many activities, but they still include them."

Care plans contained guidance for staff on how people preferred to be supported and how they could be enabled to maintain their skills, independence and involvement in everyday life. Whilst some records could have been more personalised, staff demonstrated an exceptional understanding of people's individual preferences, aspirations and abilities and consistently applied this knowledge in practice.

The provider was exceptional in how they 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.

Staff were highly responsive to people's immediate needs and acted quickly when support was required. Throughout our assessment, we observed staff recognising and responding to changes in people's wellbeing, providing reassurance, practical support and intervention without delay. Staff knew people well and were able to identify when additional support was needed. Professionals described staff as responsive and accessible, and records demonstrated concerns were escalated appropriately when additional input was required.

We saw evidence of staff responding sensitively and effectively to people's emotional needs. During a therapeutic session, staff recognised when a person became upset and distressed and adapted their approach accordingly. Through reassurance, emotional support and a calm response, staff were able to reduce the person's anxiety and enable them to re-engage positively with the session. This demonstrated staff's ability to recognise changes in people's wellbeing and respond quickly in a way that reflected their individual needs.

During our assessment, call bells were answered promptly. All the people and relatives we spoke with told us staff responded when they needed support. Comments included, “Tthey look after me and help me and get things for me, I know they are busy, but it never takes them long to come to me,” and, “I ask for something and it's done. Done as soon as you ask, not long waiting.”

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.