Forest Manor 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 assessment we rated this key question Inadequate. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure that care records showed that people were at the centre of their care and treatment choices.

Clinical needs were well documented and there was some information in care records regarding people’s personal preferences and life histories. However, people did not always have care and support plans which fully reflected their personal preferences, life histories, likes/dislikes and the things which mattered to them and made them who they were. We observed people to receive person-centred care; however, one person did not have their ear defenders in place which had been identified as required at times in their care records. We raised this with management who ensured the ear defenders were in place.

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.

Care was coordinated and continuous. Care plans reflected support from relatives and other services. Staff had specific training with regards to the people living in the home, for example, dementia awareness and mental health. Staff received appropriate induction to support the provision of care and rotas showed continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in a way they could understand. Accessible information was provided regarding safeguarding and to support people to make decisions. Staff completed communication training to support them to communicate with people.

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.

People were listened to and involved in decisions about their care. Staff were able to explain how they responded to complaints. Complaints guidance was available to service users and their families and in an easy read format. Complaints were responded to appropriately. A suggestion box was in reception area. Guidance on how to provide feedback was also contained within the service user guide. Meetings of people and their relatives took place, and plans were in place to continue and improve the use of feedback surveys.

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

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their mobility and communication needs could be met.

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 experienced fair and equitable care. Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities were considered, where appropriate, and support provided, for example, with mobility.

People’s care records did not always show how they 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 receiving end of life care at the time of our inspection. Care plans were in place, however, required further development to ensure they reflected people’s personalised wishes for care in the future. Staff completed training to help provide care for people at the end of their life.