The Manse Residential Care Home

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 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 person centred care. The rating has changed to 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.

The provider had made improvements in this area. People’s records had improved and contained detailed and comprehensive information about their individual needs, choices and preferences. This helped staff deliver the care and support people wanted.

Managers undertook regular checks with people, and others involved in their care, to ask for their feedback about their care and support and whether this was continuing to meet their individual needs. They made changes when this was required. A person told us, “We talk to the staff all the time, so it is a continual process.”

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.

The provider understood that people had diverse and varied needs and made sure people’s care and support was assessed, planned and delivered to meet these needs. Staff understood people’s individual needs and made sure the care and support they provided was in line with their preferences.

Staff worked well with healthcare professionals to ensure people received joined up care and support from everyone involved in their care.

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

People’s communication needs were assessed and recorded in their care plans and shared with staff to ensure these needs would be met. Information was available to people in accessible formats if this was required, for example, in different languages or large print. A person told us, “Any official form can be difficult but the posters or documents produced in-house are fine.”

Staff understood people’s communication needs and provided information in a way people could understand. A staff member said, “Depending on how well people’s understanding is, you can use body language and use pictures or show people things to help them understand and explain what you want to do.”

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.

People were supported by staff to give feedback, raise concerns or make a complaint. A person told us, “I know what to do.”

Arrangements were in place to investigate complaints about the service. Managers investigated complaints and made sure people were provided with a response about how these had been dealt with, including actions taken by the service to make sure lessons were learnt so that mistakes would not be repeated.

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

People received care and support at the times of their choosing. Staff understood people’s routines, choices and preferences for how and when they wished to receive care and support. They accommodated any changes when people wanted this. A staff member told us, “If people say no (to care and support) we try and coax them and give them time, but there’s plenty of time and we don’t rush people. If people don’t want to get out of bed they can stay there if they like.”

Managers undertook regular monitoring and reviews of people’s care needs to make sure care and support was provided to people in line with their choices and preferences.

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 told us their rights had been explained to them and they were treated equally and fairly by staff. Staff understood people’s right to receive care and support that met their individual needs.

Activities and events at the service were designed in line with people’s individual needs and preferences. People were actively encouraged to take part in in these to reduce risks to them from becoming socially isolated. People’s specific dietary needs were catered for. People’s religious and cultural beliefs were respected and people were supported to practice their faith.

Managers undertook regular monitoring and reviews to make sure information about people’s individual needs and wishes in relation to their protected characteristics, was used to plan people’s care and support.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to be involved in discussions about their future care needs, including their needs at the end of their life. Their preferences for this were documented in their records. This ensured people’s wishes and choices would be respected at the appropriate time.