Menna 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 newly registered service. This key question has been rated 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.

Staff knew people well and understood their needs and preferences. We saw many friendly and positive interactions between staff and people. Care plans contained information about people’s histories and backgrounds. The registered manager worked with families to understand people and develop their care plans further as they got to know people properly. A relative commented, “Staff have been amazing. They have all been so good at sussing him out.”

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.

There were good links with local health and care services. An external professional commented, “Residents are consistently engaged in daily activities, and we have often observed some residents out in the community, which reflects the home's commitment to promoting independence and social inclusion.”

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

People were given information in a way which was meaningful for them. For example, people were given easy read service user guides. These used photographs of the individual to support meaningful communication.

Care plans contained information about communication preferences. This included the use of communication aids as well as how best to talk with people so they were able to process information. An external professional commented, “Staff demonstrated skill and thoughtfulness in their communication with [Name].”

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.

Daily notes contained information about people’s emotional well-being so staff were able to monitor if people were unhappy or distressed over a period of time. Each person had a key worker with oversight of their care and support.

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

Records showed staff communicated with specialist agencies when necessary. For example, speech and language therapists and occupational therapists. The registered manager told us they had a good relationship with the local surgery. An external professional commented, “Communication between us and the team at Menna House is clear and transparent, and we feel that there is a collaborative and professional relationship in place.”

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 and their relatives did not report any concerns in relation to discrimination and inequality. Staff completed training in equality and diversity to understand and reduce inequalities that affected outcomes for people they supported. The service had an Equality and Diversity policy.

Local managers had organised a regional sports day in the community. Events had been designed and adapted to enable everyone who wanted to, to take part.

Staff were motivated to identify opportunities for people to try new things. A work chat was used by staff in Menna, and other local services, to highlight when any local events were taking place which might be of interest to people. For example, one recent thread on the chat had suggested people might want to go to a circus that was in the area.

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.

No-one was being supported with end of life care at the time of the inspection. A relative told us they had thought about this as a family and shared their thoughts and wishes with the registered manager.