The Manse Residential 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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question requires improvement. At this assessment, the provider had made improvements and no longer in breach of regulation relating to dignity and respect. The rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

The provider had made improvements in this area. The staff team now made sure people’s privacy and dignity was maintained at all times. A person told us, “They take care curtains are drawn and doors shut and generally make sure you are not embarrassed.” Interactions between people and staff were kind and respectful. When people needed support, staff provided this discreetly whilst maintaining people’s dignity. If people chose to spend time in their room, staff made sure their privacy was maintained, by ensuring people’s doors remained closed and asking for permission to enter people’s rooms.

People’s records had improved and information about them was set out in an informative yet respectful manner.

People told us the staff team treated them well. A person said, “They are really nice people, always cheerful, always patient.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider had made improvements in this area. People’s records now contained detailed and comprehensive information about their individual needs and preferences for how they wanted their care and support to be provided. Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member said, “It takes time to get to know people and their likes and dislikes and we build a picture, and we include family members and professionals in this, to learn about people and their needs.” Managers undertook regular monitoring and reviews of people’s care and support needs, to make sure care plans reflected people’s individual needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had choice and control over how their care and support was provided. A person told us, “I do just what I want. I am involved with the activities and I love it here.” A relative said, “[Family member] can express herself and knows how she likes things.” People’s care records informed staff to seek people’s consent, offer choice, and support people to do as much as they could and wanted to do for themselves. A staff member said, “I want to give people a good quality of life and promoting people to be independent as much as possible so they don’t lose their ability or forget things. For example, some people could be at risk of self-neglect and want you to do their personal care, but I encourage them to take part.” Managers regularly reviewed people’s records to make sure these remained up to date and current about people’s choices for their care and support needs.

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.

People were supported by staff who understood their needs and knew how to minimise risk of any discomfort or distress people might experience. Staff responded quickly and appropriately on several occasions to prevent incidents occurring when people became upset and distressed. They calmy reassured people and made sure people remained safe at all times.

When people needed staff’s support, they responded promptly. This included people who chose to spend time in their rooms. We saw call bells were answered quickly so people did not have to wait long for assistance from staff.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were well supported in their roles. In addition to regular training and supervision, staff had access to a buddy and mentoring scheme at the service, to support them in their day to day work. They also had access to an employee assistance programme, for confidential advice about issues that may be impacting their work performance and wellbeing. The registered manager understood staff should be well supported to deliver safe, high quality care. They told us, “I make sure I am available and supportive to the staff team so they are equipped with all the tools they need. It’s about having an open door policy and listening to staff and motivating and empowering.”