The Manor House - Frenchay

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Care plans and risk assessments were regularly reviewed with people and their families. These were updated when people’s needs changed. Care plans outlined people’s individual goals and aspirations and these would be worked towards. These goals were reviewed with staff to ensure progression. People’s views and wishes and what was important to them was described. For example, their individual routines, social networks and how they liked to spend their time.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. The service worked with other professionals and followed guidelines and directions. A health professional said, “We receive regular referrals from the service which evidences them involving external people to ensure good quality health outcomes for the people they support.” People’s health and nutrition needs were met. People’s weights were monitored and advice sought where needed. We observed staff supporting people to eat safely. People were offered and supported to access a range of drinks. One person said, “Some food I like. I get a choice of meals.” Another person said, “The food is very well cooked.” A relative said, “They encourage [Name of person] to make choices regarding food.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. People’s goals and aspirations were included in care plans to enable a consistent approach. Regular meetings were held and progress reviewed. Information was shared and communicated within the staff team. The service worked well with a range of health and social care professionals and sought advice when needed.

The provider always supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Care plans described people’s health needs. These were regularly reviewed with people, their family and keyworker. A relative said, “Health care is first class.” Information explained how people would express and indicate their health needs, which was important as some people were non-verbal. Staff at the service knew people well and were observant in people’s presentation which could indicate changes in health. Information was communicated within the team and at handovers. The service ensured escalation was completed promptly when needed to prevent deterioration. People had hospital passports if a hospital admission was necessary. Staff ensured people were accompanied to all health appointments and any emergency treatment. Appointments with health professionals were fully recorded and outcomes shared and monitored. For example, with annual health checks, dentist and orthotics. A relative said, “We are notified about appointments and medical updates.” The service ensured people could access healthcare and reasonable adjustments were identified and planned for. A health professional said, “They [staff] are very quick to escalate concerns regarding their health. They know their residents very well and can pick up on cues that might have otherwise been missed.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People’s care plans described their individual support needs. Regular reviews were held to ensure care met people’s needs and goals were achieved. The service liaised with health professionals and sought advice when needed. For example, 1 person was observed as not being comfortable in their wheelchair, this was escalated. The service recorded any changes in people’s health needs and escalated these promptly.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People’s views and wishes were respected in the planning of care. One person told us about some decisions they needed to make about their health treatment. The person had been supported to have this explained so they could make an informed choice. Staff had received training in the Mental Capacity Act and deprivation of liberty safeguards. Whilst staff knew people well, they did not make assumptions about people’s choices. We observed staff ask people what they wanted or preferred and respect their choices. A relative said, “Consent is always sought.” Families were involved in making particular decisions. A relative said, “Consent via meetings regarding important decisions.”