Manley Court Care 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 service involved people and treated them with compassion, kindness, dignity and respect.

People using the service were being treated with compassion, kindness, dignity and respect.

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.

People told us staff treated them with kindness and respect. A person using the service told us, “The staff are so supportive and really make sure I’m ok.” A relative told us, “The staff are always smiling, and it looks as if this is a vocation not a job. If my loved one is feeling down, they divert them by getting me on Facetime or offering them a latte.” Another relative commented, “The staff are lovely and when I am there, there are a lot of them.”

People were treated with compassion and dignity. A relative told us, “The staff come into my loved one’s room, and they call them by their name, they tell my loved one what they would like to do and ask if that is alright.” Another relative commented, “My loved one’s independence is very limited, the staff always talk to them by name and don’t shout about what is happening, closing doors to make sure of privacy.”

Staff told us they made sure people’s dignity was respected when they supported them with their care needs. One staff member told us, “I always try to promote privacy in care. I gain peoples consent before supporting them with any tasks. I reassure and tell people what I am doing.” Another staff member said, I always knock on people’s doors before entering their rooms. I ask people if they would like support with their personal care. I close the door and cover them up with towels to maintain dignity and privacy.

Staff treated people as individuals. Relatives told us staff understood their loved ones and treated them as individuals. One relative told us their loved one did not want to be supported with their personal care by male staff, they were always supported by female staff. Another relative said their loved one always liked to be doing things. If they had had a drink, they would bring their cup to the kitchen and wash and dry their cup and put it away. A third relative commented that staff had a real knack of communicating with their non-verbal loved one.

Staff told us they had received training on equality and diversity, and they treated people with respect. One staff member told us, “I received training in equality and diversity, I am respectful of people’s religious and cultural preferences.” Another staff member said, “People’s diverse food and cultural celebrations are important and something the service promotes well. People’s family members play a vital role here too.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff planned and facilitated a variety of activities to meet people’s needs and interests.

The service employed 3 activities coordinators who provided activities to people 7 days a week. People’s choice of activities was discussed at monthly residents’ meetings. We saw a weekly activities plan displayed in each unit. These included 2 planned activities each day. A range of activities included cooking, yoga, dominoes club, music events and bingo. External entertainers visited the service to provide karaoke sessions, and Bob Marley, Doris Day and Elvis musical events. Animal therapists visited with rabbits, guinea pigs, spiders and snakes. Some people went on arranged outings to restaurants, the seaside, the zoo, farms, Regent Street and Harrods at Christmas to see the lights.

There was a range of equipment for activities including a digital rainbow table which could be taken into people’s bedrooms, a sensory light box and a magic table. People also had access to Netflix TV channels. Activity coordinators visited people who preferred to stay in their rooms 3 – 4 times a week. We saw a folder of activity events which included activities in people’s bedrooms such as hand massage, parachute games and juggling. Ministers from different denominations visited people to provide pastoral care.

People and their relatives spoke positively about the activities on offer and the staff that facilitated them. Comments included, “My loved one likes to dance and sing, and a little while ago they had a chef baking with the residents and my loved one loves to bake, and in the summer they have field trips.”, “The activities manager comes to see people in their rooms, they offer a hand massage and general chat and that is all my loved one can appreciate at the moment.” , “My loved one likes magazines and soaps and doesn’t participate in activities. They do invite my loved one but are not pushy about it” and “My loved one goes to anything with music.”

Staff responded to people’s immediate needs. We observed good caring interactions throughout our visit to the service. For example, we saw a staff member assist a person with limited mobility during lunch. The staff member supported them with remarkable gentleness, carefully adjusting their chair, speaking softly to explain each action, and ensuring the person was comfortable while helping them eat with dignified, patient support that visibly reassured them.

The provider cared about and promoted the wellbeing of their staff. Staff told us they received regular supervision from managers and training, and development opportunities were readily available. One staff member told us their training opportunities were excellent, and they were encouraged to grow their skills. Another staff member said the training boosted their confidence in handling their responsibilities.

Staff spoke positively about the leadership and management within the service. They consistently praised the home managers supportive leadership, clear communication, and genuine commitment to both staff well-being and resident care. A staff member commented, the manager is dependable and genuinely cares about supporting staff. Staff also had access to a confidential helpline if they needed support with their wellbeing.

The provider had a structured approach to staff recognition. This included both company-wide and local schemes. The customer first scheme (company-wide) celebrated staff who demonstrated exceptional customer service and person-centred care. The employee of the month (Manley Court) drew on customer first nominations received and peer nominations. Rewards included certificates and points that could be converted to cash by the recipient.