Saxon 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. This is the first assessment for this service.

This key question has been rated 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.

People’s care records were inconsistent and contained insufficient detail. We found a number of documents relating to people’s care was not sufficiently detailed. For example, people’s personal histories lacked detail. Other records contained conflicting information. We saw for 1 person, a care plan stated they did not require support with their meals, and further on it documented they required support. Daily care records did not always give a holistic record of people throughout the day and tended to be task orientated. However, we did see some entries which detailed how staff engaged people in conversation, and these were written in a thoughtful and detailed way. Relatives told us they were involved in the planning and review of their family member’s care.

People were supported to access professionals and services related to their care. The providers had an electronic care planning system in place, and this enabled staff to record interventions in a timely manner. Staff recorded referrals and visits from health and social care professionals, and any advice was reflected in people’s care records. All new staff had an induction period, and this included shadowing more experienced members of staff, this enabled them to get to know people and their care and support needs.

People’s communication needs were assessed and clearly detailed in their care plans. Staff we spoke with were able to tell us about people’s individual needs and how they communicated with people according to their needs and preferences. The Registered Manager told us information could be provided to people in an easy-read format, large print and audio.

The providers had a number of processes in place to ensure people’s views were heard. There were regular residents meetings and minutes of these showed people’s feedback was listened to and acted upon to improve the service. There was also a Resident’s Ambassador. This was a person who used the service who had been voted into this role by others who used the service. Their role was to raise concerns and provide feedback from people who could not attend the meeting, or who did not feel comfortable speaking so publicly. There were also a number of meetings for staff. These included all-staff meetings as well as department specific meetings. Staff spoke positively about the meetings with 1 saying, “It’s always a big group discussion, it’s not the manager talking at us. If we raise any problems, next week they’re fixed.” The provider had recently undertaken a residents and staff survey. The results of the residents survey were still being reviewed. The analysis from the staff survey informed an action plan, and a review of this showed most actions had already been completed.

People and their relatives told us staff were quick to contact healthcare professionals where there were changes to their health and well-being. Staff had a good understanding of people’s individual needs and told us how they met these. Staff ensured advice from healthcare professionals was reflected in people’s care records, and that care plans and risk assessments were updated accordingly.

The providers had fair and inclusive systems in place to promote equality and ensure everyone could access care tailored to their individual needs. The use of an electronic care planning system allowed staff to quickly share people’s care records with health and social care professionals. A relative spoke warmly about their family member’s experience, saying:
“She’s really blossomed—her mental health and memory have improved. She gets lots of stimulation, does more than she did at home, and has made friends. She enjoys chatting, learning about others, and loves the quizzes and singing.”

Each person had a future decisions care plan. This was where they could describe how they would like to be cared for at the end of their life. Whilst these had been completed, they lacked detail. In some instances, it was not clear where people would like to be cared for and what their preferences were. For example, if they would like certain personal possessions within reach or to listen to music. The providers and Registered Manager gave us assurances they would review people’s care plans to ensure they were sufficiently detailed. Staff had a good understanding of caring for people at the end of their life, this included describing how they would keep people as comfortable as possible. Staff had also completed training in end-of-life care.