Manson House

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.This is the first assessment for this re-registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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.

People were placed at the heart of decisions about their care and support, and staff demonstrated a detailed understanding of their individual needs, preferences, interests and life histories. People told us they were happy with the care they received and observations throughout the assessment showed warm, caring and highly personalised interactions. Staff actively promoted independence, encouraged people to pursue interests that were meaningful to them and supported them to take part in activities and social opportunities in ways that reflected their individual preferences.

The service demonstrated a strong commitment to achieving outcomes that mattered to people. For example, staff enabled one person with complex care and mobility needs to attend an important family occasion through detailed planning and personalised support, ensuring they could remain connected to those closest to them whilst maintaining their safety, dignity and wellbeing. Staff also developed small-group social opportunities based on people's preferences, creating meaningful opportunities for social interaction and connection in a way that suited individuals' needs and choices.

Staff spoke enthusiastically about people's achievements and the progress they had made, demonstrating a culture that focused on people's strengths and aspirations rather than limitations. Systems were in place to monitor and respond to changes in people's needs, with staff sharing information effectively and adapting support to ensure care remained personalised, responsive and focused on what mattered most to each individual.

The provider understood the varied health and care needs of people and supported them to maintain relationships, pursue their interests and make choices about how they spent their time. Care was flexible and responsive, helping people to remain connected to those who were important to them and to continue taking part in activities they enjoyed.

People were supported to maintain contact with family and friends, and relatives were welcomed to visit the service. People told us they remained in regular contact with those close to them and were able to participate in activities and social opportunities that reflected their interests and preferences. One person told us, “I do look at the activities, I have been to exercises and bingo, I also have my daily newspaper.”

The registered manager and staff had introduced an evening bingo session to enable people to participate alongside family members who may not have been able to visit during the day. This demonstrated a commitment to adapting activities to meet the needs of people and their families. A staff member told us, “[Person] came down to the evening bingo with 6 of their family.” Relatives spoke positively about the opportunities available to become involved in life at the service and described a welcoming and inclusive approach from staff. One relative told us, “[Staff] are very happy for relatives to participate in activities I have played bingo a number of times , been to musical events and parties The activities staff are always inviting us to participate.”

Feedback from people, relatives and staff demonstrated the registered manager and staff recognised the importance of maintaining social connections and supporting people to engage in meaningful activities. Staff took account of people’s individual preferences and encouraged participation while respecting the choices of those who preferred not to take part, helping to ensure support remained person-centred and tailored to each individual.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were considered as part of the assessment and care planning process. Staff were able to describe how they adapted their communication approaches to meet individual needs, ensuring people were given information in a way that was meaningful and accessible to them. This helped people to express their views, make informed choices and remain involved in decisions affecting their care and support.

Staff recognised the importance of providing information in formats that people could access and understand to ensure communication needs were identified and recorded. This supported a person-centred approach and helped to ensure people received information in a manner that promoted choice, independence and inclusion.

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.

A system was in place to record, monitor and investigate complaints and concerns. An overview tracker was used to record the actions, responses and outcomes of any complaints. The registered manager demonstrated a commitment to learning from concerns and taking action to reduce the risk of similar issues occurring in the future. This helped to ensure lessons were learned and actions were implemented to prevent reoccurrence. Positive feedback and compliments were also shared with the service, enabling staff to recognise good practice and celebrate successes alongside learning from concerns.

People told us they knew how to raise concerns and were confident these would be listened to and acted upon. One person told us,“My dealings with the [registered] manager and administrator during the initial admission and subsequent other questions have been excellent. I have no qualms about approaching for help and advice and have had no need to raise a complaint.” Another relative told us, “Managementtake matters raised seriously and have had no issues with resolution.”

The provider ensured people were able to access the care, support and treatment they required when they needed it. Systems were in place to monitor people's health, wellbeing and care needs, and records demonstrated these were reviewed on a regular basis to help ensure changing needs were identified and responded to appropriately.

Care records showed referrals to other healthcare professionals were made in a timely way when additional support or specialist input was required. This included referrals to services such as occupational therapy to help promote people's independence and wellbeing. People were also supported to attend healthcare appointments where needed, ensuring they could access the professional care and treatment necessary to maintain their health. The home environment was fully accessible and designed to meet the needs of people with a range of physical disabilities and mobility requirements. This helped people move around the service safely and access communal areas and facilities with ease. The provider also recognised the importance of maintaining meaningful relationships and supported people to stay connected with those who mattered most to them. Relatives and friends were welcomed to visit the home, and people told us they remained in regular contact with family members and friends. These opportunities helped people maintain important social connections and contributed positively to their emotional wellbeing and quality of life.

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's views, wishes and preferences were reflected in their care planning and reviews. Care plans included information about people's communication needs, cultural and religious preferences, health conditions and support requirements. Staff monitored people's changing needs and sought feedback through reviews, resident meetings and day-to-day conversations.

Staff had completed training in Equality, Diversity and Human Rights (EDHR), which helped them understand, recognise and promote people’s individual rights, protected characteristics and diverse needs.

Systems and practices were designed to reduce barriers to care and support, ensuring people could access services in a way that met their needs. This helped to ensure people were treated as equals, their choices and preferences were respected, and they were supported to live in accordance with their wishes and values. The provider’s approach promoted an inclusive culture where people’s rights, independence and wellbeing were upheld.

The provider supported people to plan for significant life changes, ensuring they had the time, information and support needed to make informed decisions about their future care and treatment, including decisions relating to the end of their lives. This helped to ensure people's wishes, preferences and choices were understood, respected and reflected in the care they received.

People’s end of life wishes were discussed and documented within their care plans. Staff were aware of people's preferences and any advance decisions they had made regarding their care and support, enabling them to provide care that was personalised and in line with people's wishes. Records also showed people had access to medicines they may require at the end of their lives, helping to ensure their comfort and wellbeing could be effectively managed as their needs changed.

Staff received training to equip them with the knowledge and skills needed to support people at the end of their lives. They worked closely with a range of healthcare professionals, including GPs, district nurses and hospice services, to ensure people received coordinated, responsive and compassionate care. This multi-disciplinary approach helped to ensure people's physical, emotional and comfort needs were considered and addressed in a timely manner.

Feedback from staff demonstrated a strong commitment to delivering dignified and person-centred end of life care. A member of staff told us, “From what I’ve experienced, end of life care is very compassionate. The focus is on keeping the person comfortable and maintaining their dignity while supporting their family too. Relatives are able to be as involved as they want to be, and staff work alongside other professionals to make the person’s final days as peaceful and comfortable as possible.” This reflected the provider's approach to ensuring people remained comfortable, respected and supported throughout this important stage of their lives.

Another staff member said, “[People] are treated with the most care possible when it comes to end of life and we do everything we can for them, as well as family, they are updated many times with any changes or if nothing has changed and have the upmost support from everybody.” These comments were consistent with the records we reviewed and demonstrated staff recognised the importance of supporting both people and those close to them.