Clifton Manor Nursing Home

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 changed to outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 making 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 contained clear guidance about how people wished to be supported and reflected their individual needs. For example, condition-specific care plans included detailed information about how people's health conditions affected them on a day-to-day basis, how staff should support them and what action should be taken if their health deteriorated or they experienced a medical emergency.

Staff demonstrated a detailed understanding of people's needs, preferences and personal circumstances. Care was adapted to reflect the individual rather than expecting people to fit into standard routines or approaches.

We saw evidence of staff adapting support to reflect people's individual needs and preferences. For example, where group-based therapeutic activities were not suitable for some people, the service adapted its approach and provided individual sessions instead. This ensured people could still benefit from the intervention in a way that reflected their abilities, preferences and personal circumstances.

The service recognised that people communicated, engaged and experienced support differently. Staff used a range of approaches, including visual prompts, cue cards and alternative formats of information, to help people express preferences and remain involved in their care and support.

People benefited from care that reflected their individual needs, circumstances and preferences. Staff consistently adapted support in response to people's changing needs, helping ensure care remained personal, relevant and meaningful. One person told us, “They sit and talk with me, they support me”. A relative told us, “I believe [my family member] is in the best place for them and the staff give great care, meeting their needs. The staff and managers work hard to give them creative outlet where possible. They try to build a relationship with them.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People, relatives and professionals were encouraged to share their views through care reviews, meetings, surveys and ongoing conversations with staff and managers. The registered manager maintained an open-door approach and relatives told us they felt comfortable raising concerns, asking questions and making suggestions. Records showed people and their relatives were involved in reviewing care, including discussions about needs, satisfaction with care and support, and any changes required. Reviews included clear records of discussions, outcomes and agreed actions.

The registered manager created regular opportunities for people and relatives to contribute to the development of the service. Resident and relative meetings included discussions about activities, upcoming trips, dining experiences, staffing and service updates. Records showed actions identified during these meetings had been completed, demonstrating that feedback was listened to and acted upon.

The service also used surveys to understand people's experiences and identify areas for improvement. Feedback highlighted the importance of activities, personalised rooms and access to outdoor spaces. In response, the provider increased activity choices, organised additional trips and reintroduced initiatives to promote hydration and wellbeing.

People and their relatives spoke positively about being listened to and involved. We reviewed a formally recorded complaint and found the provider had responded in detail to the concerns raised. Records showed actions taken, risk reduction measures, follow-up discussions and a review of the person's care plan. One relative told us, "We've always been listened to. If we've had concerns, we've had meetings about them. Where we've made suggestions, they've taken them on board." Another relative told us, "Sometimes we experienced poor communication, but a more formalised approach has improved this recently."

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

We saw examples of the staff adapting opportunities around the individual. For example, when a person was unable to access an experience because of their complex needs, they redesigned the experience around the person, enabling them to take part in a way that reflected their abilities, preferences and circumstances. This ensured the person was able to enjoy an experience that was meaningful to them rather than missing out because of the barriers they faced.

The provider also enabled people with significant health and support needs to take part in community experiences that were important to them. Staff carefully planned outings around individual requirements, including mobility needs, enhanced staffing support and time-critical medicines. This allowed people to participate in opportunities they may otherwise have been unable to access because of the complexity of their health and support needs. People were supported to access opportunities that promoted inclusion, wellbeing and quality of life on an equal basis with others.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. End of life planning was highly personalised and focused on helping people experience comfort, dignity and control.

Staff worked closely with people, relatives and relevant professionals to ensure plans reflected the person's wishes and individual needs. They recognised that planning for the future extended beyond a person's immediate care needs and included the relationships, experiences and beliefs that were important to them. The registered manager demonstrated a strong commitment to ensuring care reflected people's individual wishes and beliefs. For example, staff supported one person to fulfil an important religious wish at the end of their life, working closely with those important to them to ensure care reflected what mattered most to the individual.

We also saw evidence of staff supporting people to create meaningful keepsakes and lasting memories for those important to them. Families were actively involved throughout the process. In one example, a person was supported to create a special keepsake for a close family member, recognising they would be unable to attend an important future life event.

The provider recognised the importance of comfort and emotional wellbeing during the final stages of life. Staff used research-informed approaches, including aromatherapy, massage, relaxation techniques and soft lighting, to create calming environments that reflected people's individual preferences and needs. These approaches were adapted around the person and their surroundings to help them remain comfortable and supported in familiar surroundings.

One member of staff told us, "I'm very passionate about end of life, all of us are very open with end of life. When someone has passed away, we don't want the relatives to feel lonely, to walk away with nothing."