The Manor House Residential 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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. During our visit we observed staff engaging with people. Staff were kind, patient and attentive. People told us staff were excellent and very caring. One person said, “They are as caring as you can hope for. They listen to you. [Name of staff] gives everyone as much time as they can.Staff told us they protected people’s dignity by knocking on doors and closing curtains and doors when providing intimate care. We observed staff giving people privacy and protecting their dignity.

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. For example, in one case, one person had asked staff to support them in showcasing their art works. Staff engaged with the local arts community and managed to involve 2 local art galleries. In addition, staff also arranged additional art workshops and supported the person to attend. Staff established links with the local arts community which led to other opportunities coming up. As a result, the person made friends with local artists, continued with their works and with staff support manged to have some of their pictures published in a magazine and some of their work sold following a gallery showing. This example demonstrates the team’s commitment to treating each person as an individual and going the extra mile when required. As a result, the person has fulfilled an ambition they had and are continuing to thrive. Cards of gratitude have been sent to the team for all their efforts in going above and beyond their role.

Care records were tailored to each person. Preferences, likes and outcomes were recorded for each person. For example, opportunities were provided for people to observe their religion. There were links to the local church. Every 6 weeks the church made a visit to the home. People were asked about their preferences for example, if they would prefer a male or female care worker to support them. If a person wanted to celebrate a festival this was organised for them to attend.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well being. People were encouraged to be as independent as possible. For example, walking aids were available for people if they required them. This helped people maintain their mobility. People could make choices about meals, activities and how to spend their time. During our visit we observed people accessing the community to meet their friends for a social engagement.

The provider 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. We observed staff attending to people during our visit. People’s immediate needs were met. Staff told us they had and could respond to any immediate needs. For example, if a person became unwell the GP would be contacted for advice or to come to the home. All staff were trained to administer medicine which included pain medicine We reviewed medicine which showed staff had offered people pain relief if this was required. This meant people could be confident their needs would be prioritised.

The provider cared about and promoted the well being of their staff and supported and enabled staff to always deliver person-centred care. Feedback from staff was overwhelming positive about support from the management team. Staff said they had a good relationship with their line managers, some staff said they could ask for flexible shift patterns and this could be accommodated. Staff said they felt valued and listened to by the management team. The management team had an open-door policy which meant staff could seek advice and guidance when needed.