The Manor House - Frenchay

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• 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 outstanding. At this assessment the rating has changed to 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 and detailed people’s interests, social networks and preferences. People and their families were regularly involved in reviewing their care and involved in decisions. A relative said, “I am invited to meetings and conversations regarding health care always held and consent always sought.” People were encouraged and supported to lead full and active lives. A relative said, “Individual goals are set during meetings.”

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 service worked with people, their families and other professionals to ensure care was joined up and supportive of people’s choices. Staff knew people well and this enabled care to meet people’s assessed needs. A relative said, “They know [Name of person] well. The continuity is great.” A health and social care professional said, “It is easy to contact seniors at the service and they are responsive.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was supplied and displayed in easy read and pictorial formats. Care plans described people’s preferred methods of communication. This described how people would indicate they were in pain or discomfort. Hospital passports were available and up to date should an emergency visit be required.

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 providers complaints policy and procedure was displayed in the home and shared with people and family members. Relatives told us they felt comfortable raising anything with staff and the managers were always approachable. A relative said, “Very limited issues and would speak to the [registered] manager if anything arose.” People had been supported to make complaints when they were unhappy and resolutions sought with the involvement of people. The provider had not received any external complaints. The complaints policy required review to ensure information about the Local Government and Social Care Ombudsman was included and to clarify the role of CQC. CQC cannot resolve individual complaints but can be contacted at any time to share experiences of care.

Compliments were gathered and feedback recorded. Surveys were completed with people, relatives and professionals and results summarised. Feedback was all positive. Comments included, “Records are well kept and [Name of person] has a very active life with good outcomes” and “Lovely, friendly home.” Regular meetings were held with service users to gain feedback. People gave comments about the food, activities and things they would like changed in the home.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access health services and treatment both at the service and in the community. Staff supported people to reduce anxiety and ensure people could access treatment they required. Staff ensured information was communicated so follow up action was taken. A staff member said, “Communication, staff are really good at passing on information.” Adaptations had been made to the home environment to support people to mobilise around. There were limitations due to the listed status of the building. Out of hours support was available in the event of 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 were supported to access the community and participate in everyday life. Staff we spoke with were committed to ensuring people were happy and had equity in opportunities. A staff member said, “People engage in meaningful activities.”

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. Most people had end of life care plans which detailed arrangements and preferences. Care plans contained information if people had a do not attempt cardiopulmonary resuscitation (DNACPR) document. Hospital passports were available to support people should an emergency hospital admission be required.