Little Manor Care Centre

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

People had an individual care plan which was regularly reviewed and updated as people’s needs changed. People were partners in their rehabilitation support which meant they worked with professionals to improve their outcomes.

We observed care and support being provided that was person-centred. Staff had time to work in partnership with people responding to their individual needs. Staff understood what person-centred care was for individuals.

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.

Staff worked with people and healthcare partners to establish continuity of care, including when people moved between different services. Records showed people had access to health and social care professionals when required. Staff told us how they referred people for a review by the local GP surgery if required, including out of hours care.

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

Information about the service, including what was available was displayed around the service. People had a booklet which shared information on rehabilitation available and what was involved. If people needed different formats to help them understand information this could be provided. People’s communication needs were assessed and known by staff. If people needed aids to help them understand information this was recorded. For example, if people needed glasses or hearing aids.

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.

Listening to people was important to the provider. All feedback was considered and used to help develop the service. People were asked for their views in a variety of ways. For example, surveys were shared and relatives were asked for their views every time they left the building via the signing in and out system. If any concerns were recorded, leaders called relatives to see what action was needed for improvements.

The provider had a complaints policy which was available to people and relatives. All complaints were recorded and investigated by the registered manager. The provider had timescales to manage complaints and if people were not satisfied the provider signposted them to other appropriate agencies.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were referred to the service from hospitals for physical rehabilitation. The environment supported accessibility for people, with wide corridors, adapted toilets and bathrooms and ceiling hoists. All rooms and communal areas had ceiling tracking hoists which would help people move around the service easily. All areas within the service and the garden were wheelchair accessible. The registered manager told us the service was designed to enable a person who was being cared for in bed to access all areas of the service including the lift.

The provider had an on-call system which meant staff had access to management any time of the day or night. Trained nurses were working at the service 24/7 which meant there was clinical decision makers on site for people at all times.

The provider told us, there were barriers to people’s care which at times prevented them from being able to move back to their homes. One of the barriers was the availability of domiciliary care. Leaders worked with social care staff to make sure planned discharges were safe and people were going home with the care they needed.

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.

Leaders understood ways in which people might face discrimination and ensured people had appropriate care and support that met their needs. The registered manager told us they reviewed all referrals to the service thoroughly as they needed to make sure the service could meet people’s rehabilitation goals.

Leaders worked with others to respond when they identified potential discrimination and barriers to care. For example, for 1 person who could not speak English, staff used technology to help with communication. Leaders identified a member of staff who could speak the person’s language and made sure they were involved in the person’s care. This work led to positive outcomes for the persons rehabilitation.

There was no end-of-life care being delivered at the time of the assessment. The registered manager told us it could be offered but people would not use the service specifically for this type of care. Staff were provided with training and guidance on end-of-life care and knew who to contact in the event of people becoming palliative. ReSPECT (Recommended summary plan for emergency care and treatment) forms and resuscitation status of people was recorded.

One staff member said, “We don’t often have a need for any palliative care services. We might have a patient who gets poorly and then, if the doctor says they are end of life we would order medication and make sure we can keep them comfortable.”